We're Hiring!Onboarding and Account AdministratorToronto, ON | Montréal, QCwww.Socan.ComPOSITION TYPE: Full Time | 12-month ContractPAY BAND: $52,080 - $55,000REASON 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 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 usOUR 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 SOCAN's commitment to Inclusion & Anti-Racism.WHY WORK WITH US?Make 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, we'll help music creators earn more income and make a livingWHAT WE OFFER35-hour workweek schedule (possible adaptable 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 terminations.WHAT YOU'LL DO / KEY RESPONSIBILITIESAct as the primary contact for members and the general public who contact SOCAN's 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 updatesApplications 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 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 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 serviceSuperior telephone manners, including good telephone etiquette, voice quality,



diction and articulationSuperior listening skillsStrong time management and organization skillsExperience 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 minuteThe 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 ManagementKnowledge of SOCAN and copyright is an assetATTRIBUTESCommunicatorService orientedCommittedInitiativeAdaptableAnalyticalResults orientedRelationship BuilderEmotional IntelligenceACCESSIBILITY & 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 [email protected] and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.EQUAL 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 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.

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