We’re Hiring!

Onboarding and Account Administrator
Toronto, ON | Montréal, QC

Location: Toronto, ON or Montréal, QC

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

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 [email protected] and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.

Equal Employment Chance
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

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📌 Onboarding and Account Administrator (Ontario)
🏢 SOCAN - Society of Composers, Authors and Music Publishers of Canada
📍 Ontario