Onboarding and Account Administrator

Colonial Group; Montreal (administrative region); Híbrido; CAD 52 000 - 55 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

35-hour workweek

Fitness facility access

Inclusive environment

Resumo da oferta

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. The Onboarding and Account Administrator is the first point of contact for applicants, members and the general public via all methods of communication.

You will help educate our applicants and members to understand SOCAN. You will be responsible for fully processing SOCAN Member Applications, ensuring members complete their ID

Qualificações

• Post-secondary diploma/degree or relevant working experience
• Minimum 2 years’ customer service experience
• Minimum 2 years’ experience in the music industry (preferred)
• Bilingual English/French strongly preferred
• Excellent written and oral communication skills
• Excellent interpersonal skills with customer service focus
• Superior telephone manners and diction
• Superior listening skills
• Strong time management and organization
• Experience with Microsoft Word/Excel and computerized environments
• Typing speed 35–40 wpm
• Ability to learn new applications including ACD systems and CRM/Case Management
• Knowledge of SOCAN and copyright is an asset

Responsabilidades

• Act as the primary contact for members and the public via SOCAN’s Contact Centre
• Respond to members by their preferred method (phone, email, online cases) promptly and accurately
• Perform tasks with short cycle times (profile updates)
• Process applications according to service levels and targets
• Contact applicants for clarification or information as required
• Enter data into internal and third-party databases
• Monitor performance against contact center standards of customer satisfaction
• Identify trends and inform team of changes or issues
• Process limited territory agreements and terminations for members
• Support membership projects and back up Administrative Team
• Perform other duties related to key responsibilities

Conhecimentos

Customer service

Bilingual English/French

Communication

Time management

Formação académica

Post-secondary diploma/degree or relevant working experience

Ferramentas

Microsoft Word

Excel

CRM/Case Management

ACD systems

Descrição da oferta de emprego

We’re Hiring!

Onboarding and Account Administrator

Toronto, ON | Montréal, QC

www.socan.com

POSITION TYPE: Full Time | 12-month Contract

PAY BAND: $52,080 - $55,000

REASON FOR HIRING: Replacement

WORK MODEL: Hybrid

LANGUAGE: 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 [e-mail] 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.

To learn more about SOCAN, go to www.socan.com. You can also follow us on LinkedIn, Twitter, Instagram, and Facebook.