Onboarding and Account Administrator
SOCAN - The Society of Composers, Authors and Music Publishers of Canada · CA
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About the Role
The purpose of this position is to act as the first point of contact at SOCAN, providing excellent customer service to applicants, members, and the general public via all communication methods. This role will educate applicants and members about SOCAN, process member applications, ensure ID verification, and facilitate membership changes.
Responsibilities
- Act as the primary contact for members and the general public through the Contact Centre.
- Respond to members via phone, email, or online cases thoroughly, accurately, and timely.
- Perform tasks with short cycle times, such as profile updates.
- Process applications according to service levels and targets.
- Contact applicants for clarification or information as needed.
- Enter relevant data into internal and third-party databases.
- Self-monitor and measure performance against customer satisfaction standards.
- Identify and report trends or changes in caller questions to the team.
- Process limited territory agreements (LTAs) and terminations for members.
- Assist with Membership Projects.
- Provide backup support to the Administrative Team.
- Perform other duties directly related to key responsibilities.
Requirements
- Post-secondary diploma/degree or relevant working experience.
- Minimum 2 years of customer service/customer care experience.
- Minimum 2 years of 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.
- Ability to quickly learn and adapt to new applications/software including Automatic Call Distribution (ACD) systems and CRM/Case Management.
- Knowledge of SOCAN and copyright is an asset.
Skills
- Customer Service
- Communication
- Interpersonal Skills
- Telephone Etiquette
- Listening
- Time Management
- Organization
- Microsoft Office Suite
- Keyboarding
- Adaptability
- Automatic Call Distribution (ACD) systems
- CRM/Case Management
Location
- Toronto, ON
- Montréal, QC
Work Type
- Full Time
- 12-month Contract
- Hybrid
Experience Level
- Minimum 2 years customer service experience
- Minimum 2 years music industry experience (preferred)
Education Level
- Post-secondary diploma/degree or relevant working experience
Salary/Compensations
- $52,080 - $55,000
Benefits
- 35-hour workweek schedule
- Possible flexible work options (e.g., 4-day work week)
- Access to SOCAN fitness facility
- Inclusive and collaborative working environment
About the Company
- 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, SOCAN helps creators to keep making the music that entertains, moves, and inspires us.
Equal Opportunity
- SOCAN thrives with a variety of viewpoints, identities, and backgrounds, and is 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.
- SOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities.
- 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.
- We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply.