Member Service Agent

Description:

SOCAN, a not-for-profit copyright collective, is dedicated to ensuring music creators and publishers are fairly compensated for the use of their work. Representing nearly 200,000 songwriters, composers, and music publishers, SOCAN supports its members through licensing, global royalty collection, and advocacy.

The Member Service Agent plays a vital role in SOCAN’s Contact Center, handling over 45,000 calls and emails annually. The agent ensures exceptional customer service across all communication channels for members, applicants, and the public. Responsibilities include resolving account inquiries, educating members about SOCAN’s services, and identifying opportunities to maximize member royalties.

Key Responsibilities:

• Serve as the primary contact for members and the public via SOCAN’s Contact Center.

• Respond promptly to calls and emails with accuracy and professionalism.

• Track and document inbound queries, providing timely updates to members.

• Promote self-service options and refer members to SOCAN’s website when appropriate.

• Liaise with other departments for technical or processing inquiries.

• Maintain awareness of SOCAN services, departmental responsibilities, and service issues.

• Monitor and measure personal performance against Information Center standards.

• Identify trends in member inquiries and communicate them to relevant stakeholders.

• Perform administrative tasks including research of work registration forms, handling advance requests, cue sheet submissions, and resolving underpayment issues.

• Work flexible shifts as required.

Qualifications & Experience:

• Post-secondary diploma/degree or relevant experience.

• Minimum 2 years of contact center experience.

• Experience or strong passion for the music industry is a plus.

• Bilingual (English/French) preferred.

• Proficient in Microsoft Office and comfortable with computerized environments.

• Excellent communication, interpersonal, and customer service skills.

• Strong listening, time management, and organizational abilities.

• Ability to adapt to changes and learn new applications, including CRM and ACD systems.

• Knowledge of the Canadian music industry and copyright is advantageous.

• Ability to handle multiple tasks and complex queries in a fast-paced environment.

Work Environment & Benefits:

• Hybrid work model with flexible options (potential 4-day workweek).

• 35-hour workweek.

• Twelve paid sick days annually (including five personal days).

• Access to SOCAN fitness facility.

• Annual performance incentive bonus.

• Defined contribution pension plan.

• Comprehensive health and dental benefits.

• Inclusive and collaborative workplace committed to diversity, equity, inclusion, and anti-racism.