Onboarding and Account Administrator

We’re Hiring!Onboarding and Account AdministratorToronto, ON | Montréal, QCwww.socan.com POSITION TYPE:            Full Time | 12-month Contract PAY BAND:                     $52,080 - $55,000 REASON FOR HIRING:  Replacement  WORK MODEL:              HybridLANGUAGE:                   English, French is an asset LOCATION:                     Toronto, ON or Montréal, QC PREFERRED CANDIDATE IDENTIFIED WHO WE ARE SOCAN is a not-for-profit copyright collective dedicated to ensuring music creators and publishers receive what they have rightfully earned for the use of their work. SOCAN supports and represents nearly 200,000 songwriters, composers, and music publishers. Through licensing, global royalty collection and advocacy, we help creators to keep making the music that entertains, moves, and inspires us    OUR COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND ANTI-RACISM    SOCAN thrives with a variety of viewpoints, identities, and backgrounds, and we are committed to anti-racism. Everyone is welcome to apply for our wide range of roles, regardless of gender identity, gender expression, ethnicity, race, age, culture, sexual orientation, religious belief, or physical ability. Learn more about SOCAN’s commitment to Inclusion & Anti-Racism.    WHY WORK WITH US? Make a difference by supporting and collaborating with a vibrant and creative community Enjoy many options for workplace flexibility and work-life balance Get involved in the rapidly changing creative space Advocate for and empower the creative community Together, we’ll help music creators earn more income and make a living WHAT WE OFFER 35-hour workweek schedule (possible flexible work options i.e., 4-day work week (position based) Access to SOCAN fitness facility Inclusive and collaborative working environment    ABOUT THE ROLE The purpose of this position is to act as the first point of contact at SOCAN and to provide excellent customer service to our applicants, members, and the general public via all methods of communication. You will help educate our applicants and members to understand SOCAN.  You are responsible for fully processing SOCAN Member Applications, ensuring members complete their ID verification in Persona, and facilitate changes to their membership such as limited territory agreements and terminations.    WHAT YOU’LL DO / KEY RESPONSIBILITIES Act as the primary contact for members and the general public who contact SOCAN’s through our Contact Centre  Respond to members through their preferred method of communication, phone calls, emails or online cases in a thorough, accurate and timely manner.   Perform tasks with short cycle times such as profile updates   Applications are processed according to service levels and targets  Contact applicants for clarification or to obtain information, as required  Data entry of relevant information into internal and third party databases  Self-monitor and measure performance against the Contact Centre’s standards of customer satisfaction.   Recognize trends or changes in types of calls or callers’ questions. Inform the team of new trends, changes or issues.   Process limited territory agreements (LTA’s) and terminations for members when required  Help with Membership Projects  Help back up the Administrative Team  Other duties as required, which are directly related to the key responsibilities of the position.   WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCE Post-secondary diploma/degree or relevant working experience Minimum 2 years’ customer service/customer care experience Minimum 2 years’ experience working in the music industry (preferred) Bilingual English/French strongly preferred  Excellent written and oral communication skills  Excellent interpersonal skills with an emphasis on customer service   Superior telephone manners, including good telephone etiquette, voice quality, diction and articulation   Superior listening skills   Strong time management and organization skills   Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.)   Proficiency in keyboard skills with a minimum speed of 35-40 words per minute   The ability to quickly learn and adapt to new applications/software including Automatic Call Distribution (ACD) systems (call queuing, call waiting and talk time), and CRM/Case Management   Knowledge of SOCAN and copyright is an asset   ATTRIBUTES  Communicator   Service oriented Committed   Initiative   Adaptable   Analytical   Results oriented   Relationship Builder   Emotional Intelligence     ACCESSIBILITY & ACCOMMODATION SOCAN 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 hr@socan.com and we will make the necessary accommodations. Applications submitted to this email address will not be accepted. EQUAL EMPLOYMENT OPPORTUNITY SOCAN is an Equal Opportunity Employer. Hiring and other employment decisions at SOCAN are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance. If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply.  Research has shown underrepresented groups often only apply when they feel 100% qualified.  We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply HOW TO APPLY If 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. You can also follow us on LinkedIn, Twitter, Instagram, and Facebook (@SOCANmusic/@SOCANmusique)