Onboarding and Account Administrator

Were Hiring!Onboarding and Account AdministratorToronto ON Montréal TYPE: Full Time 12-month ContractPAY BAND: $52080 - $55000REASON FOR HIRING: ReplacementWORK MODEL: HybridLANGUAGE: English French is an assetLOCATION: Toronto ON or Montréal QCPREFERRED CANDIDATE IDENTIFIEDWHO WE ARESOCAN 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 200000 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-RACISMSOCAN 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 SOCANs commitment to Inclusion & WORK WITH USMake a difference by supporting and collaborating with a vibrant and creative communityEnjoy many options for workplace flexibility and work-life balanceGet involved in the rapidly changing creative spaceAdvocate for and empower the creative communityTogether well help music creators earn more income and make a livingWHAT WE OFFER35-hour workweek schedule (possible flexible work options i.e. 4-day work week (position based)Access to SOCAN fitness facilityInclusive and collaborative working environmentABOUT THE ROLEThe 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 YOULL DO / KEY RESPONSIBILITIESAct as the primary contact for members and the general public who contact SOCANs through our Contact CentreRespond 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 targetsContact applicants for clarification or to obtain information as requiredData entry of relevant information into internal and third party databasesSelf-monitor and measure performance against the Contact Centres 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 (LTAs) and terminations for members when requiredHelp with Membership ProjectsHelp back up the Administrative TeamOther duties as required which are directly related to the key responsibilities of the position. WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCEPost-secondary diploma/degree or relevant working experienceMinimum 2 years customer service/customer care experienceMinimum 2 years experience working in the music industry (preferred)Bilingual English/French strongly preferredExcellent written and oral communication skillsExcellent 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 ATTRIBUTESCommunicator Service orientedCommitted Initiative Adaptable Analytical Results oriented Relationship Builder Emotional Intelligence 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 and we will make the necessary accommodations. Applications submitted to this email address will not be EMPLOYMENT OPPORTUNITYSOCAN 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 you dont 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 applyHOW TO APPLYIf youre interested in joining us wed love to hear from you: you for your interest in our company; we will be in touch with those candidates we wish to learn more about SOCAN go . 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