Music. People. Connected
We're Hiring!Bilingual Account ExecutiveToronto, ON | Montréal, QC
www.socan.com
POSITION TYPE: Full-Time, Contract (12 month term)
PAY BAND: $71,920 - $91,000
REASON FOR HIRING: Temporary replacement
WORK MODEL: Hybrid
LANGUAGE: Bilingual (English and French)
ABOUT THE ROLEThe purpose of this position is to provide superior customer service to high-profile, top-earning songwriters, composers, and music publishers by proactively managing the administration of their catalogues and ensuring the accuracy and timely payment of their performance and reproduction rights royalties
This position requires you to work closely with the Creative team and Operations Queries Team to maintain this high level of service and the retention of our members.
Please note: Fluency in both English and French is required for this position as the position requires constant and regular interaction with both French and English-speaking members and stakeholders.
WHAT YOU'LL DO / KEY RESPONSIBILITIES- Build rapport, trust and confidence with assigned accounts that includes a combination of Songwriters, AV Composers and Publisher members to ensure satisfaction with SOCAN.
- Offer expertise service to ensure members' works and cues are registered, forms are completed/submitted, and agreements are entered in SOCAN systems.
- Perform proactive tasks and initiatives to ensure proper management of assigned member account of royalties and catalogue maintenance. This includes but is not limited to unidentified performances, initiating claims, requesting documentation, earnings analysis, and looking at trends.
- Use CRM/Case Management system to properly document and track all member queries and adhere to departmental service level agreements (SLAs).
- Coordinate with various departments within SOCAN for domestic and international queries and adjustments.
- Receive and process advance requests from members.
- Provide information and guidance to high profile members and their managers or representatives throughout SOCAN processes.
- Provide telephone and email support for all members with respect to any queries regarding area of expertise (cue sheets, concerts, publishing etc.).
- Resolve member questions or queries with the use of SOCAN's CRM, Member Portal, and database.
- Use knowledge of SOCAN repertoire to review various reports.
- Participate and represent SOCAN at industry events as required.
- Other duties as required.
WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCE- Degree or Diploma in Business, or a related field or relevant experience
- Minimum 5 years' customer service/customer care experience
- Minimum of 2 years' experience working in the entertainment/music industry
- Experience in Copyright, Publishing or Royalty Administration an asset.
- Excellent communication skills in English and French
- Excellent interpersonal skills with an emphasis on customer service
- Superior telephone manners, including good telephone etiquette, voice quality, diction, and articulation.
- Superior listening skills
- Knowledge of the music industry
- Knowledge of local music scene and ecosystem
- Knowledge and expertise in handling publishing agreements and administration, an asset
- Proficient in use of MS office (Word, Excel) applications
COMPETENCIES- Communicator
- Relationship Builder
- Service Oriented
- Results Oriented
- Analytical
- Adaptable/flexible
- Teamwork
- Initiative
- Emotional Intelligence and Resilience
ACCESSIBILITY & ACCOMMODATIONSOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities. Should you require accommodations please contact us directly at [redacted] and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.
HOW TO APPLYIf you're interested in joining us, we'd love to hear from you: http://www.socan.com/careers/
Thank you for your interest in our company; we will be in touch with those candidates we wish to interview.
To learn more about SOCAN, go to www.socan.com
