Staff Support Representative
4.
0 Full-time 6 hours ago Full Job Description At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged.
Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making.
We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials.
Feel the satisfaction of doing work that directly impacts the most exciting industry in the world.
EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.
Are you looking for the next opportunity to revolutionize an industry? If so.
We are looking for an Staff Client Experience Support Representative.
That will be responsible for providing omni channel support to clients.
Resulting in the best in class client experience possible.
With successful and timely resolution of software inquires.
The Associate Client Experience Support Representative must apply troubleshooting concepts to resolve problems and must understand and execute methods of bringing issues to closure.
Communication must be clear, logical and conveyed in a patient manner via the telephone, email, Salesforce, and in person.
To clients, other team members, and other internal centers of excellence.
Maintain a client first approach and uphold EP's core values and mission.
The ideal candidate should have Entertainment Industry knowledge on the on-boarding and payroll processes in production offices.
KEY RESPONSIBILITIES Works independently to resolve cases and can support less experienced team members.
Proficient in troubleshooting using technical tools including SQL database or Chrome developer tools.
Handles more complex escalations or reviews bug reports for other team members.
Supports training program through shadowing.
Acts as the voice of the customer in cross-functional meetings.
Proficient-Expert in the products, client personas, and processes & procedures.
Provide outstanding omni channel support to clients for basic issues and how-to questions, involving current and future EP products, including but not limited to, Accounting products, SmartStudio, New SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet products.
Accept and respond to emails from the Salesforce Queue ensuring a thorough, accurate, and professional response is provided with a focus on resolving the issue for the client with a single email reply.
Follow processes and procedures for handling interactions with clients and record all client correspondence in Salesforce in real time, clearly and with quality detail.
Always summarizing the issue and solution in the Salesforce case.
Remain logged into the phone queue and adhere to the Call Intake, Escalation Process, and all other established departmental processes and procedures.
Create Knowledge Base articles (KB's) based on escalations, new situations and general knowledge situations encountered in working with client issues and EP systems and programs.
KB's are for use of EP Personnel and EP clients if applicable.
Learn about the industry and client personas and become competent in EP products being supported including staying informed of product releases and processes changes.
Demonstrate empathy for clients and act as their advocate, ensuring their inquiries and claims get resolved.
Serve as the voice of the customer by escalating issues and feedback through appropriate channels.
Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases.
Other duties as assigned.
Complete basic troubleshooting steps for more complex issues.
Submit bug reports and communicate with technical teams regarding issues.
Proficient in the products, client personas, and processes & procedures.
JOB REQUIREMENTS/QUALIFICATIONS NEEDED Demonstrate customer service orientation with problem solving and diplomacy skills, leveraging the ability to diffuse escalated client situations through high level problem solving.
Excellent written and verbal communication skills, with ability to deliver information in a clear, professional and concise manner.
Ability to actively and effectively listen to understand and build trust with clients.
Emotionally intelligent and ability to handle cases with empathy.
Troubleshooting skills and analytical thinking.
Strong follow up skills to ensure cases are resolved.
Ability to work independently and proactively with minimal supervision on the issues of expected complexity for your level.
Ability to collaborate and effectively work with other departments.
Ability to multi-task as well as handle multiple client issues at a time.
Excellent organizational and time management skills.
High school diploma (College degree or equivalent work experience) Prior experience in a support call center environment strongly preferred (must have prior experience for Staff to Senior level) Entertainment industry accounting/payroll background preferred.
Proficiency with Windows and Mac.
Proficient in Microsoft Word, Excel, Outlook.
Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM.
Minimum 3 years of Customer Service Experience.
A s an EP Employee you will receive our amazing benefits package including healthcare, dental, and vision coverage.
Other benefits and perks include:
401(k) retirement savings plan and company match Paid holidays, vacation time, and sick time Participation in company equity plans Employee Assistance Program, mental health and wellness programs Training and development Possibility of hybrid/flexible/schedules Annual bonus and merit reviews The pay rate per hour for this position is $22.
21 - $25.
55 (Tempe, AZ) and $24.
47 - $28.
15 (Burbank, CA.
) and is commensurate with experience related to the position.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Full-time 6 hours ago Full Job Description At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged.
Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making.
We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials.
Feel the satisfaction of doing work that directly impacts the most exciting industry in the world.
EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.
Are you looking for the next opportunity to revolutionize an industry? If so.
We are looking for an Staff Client Experience Support Representative.
That will be responsible for providing omni channel support to clients.
Resulting in the best in class client experience possible.
With successful and timely resolution of software inquires.
The Associate Client Experience Support Representative must apply troubleshooting concepts to resolve problems and must understand and execute methods of bringing issues to closure.
Communication must be clear, logical and conveyed in a patient manner via the telephone, email, Salesforce, and in person.
To clients, other team members, and other internal centers of excellence.
Maintain a client first approach and uphold EP's core values and mission.
The ideal candidate should have Entertainment Industry knowledge on the on-boarding and payroll processes in production offices.
KEY RESPONSIBILITIES Works independently to resolve cases and can support less experienced team members.
Proficient in troubleshooting using technical tools including SQL database or Chrome developer tools.
Handles more complex escalations or reviews bug reports for other team members.
Supports training program through shadowing.
Acts as the voice of the customer in cross-functional meetings.
Proficient-Expert in the products, client personas, and processes & procedures.
Provide outstanding omni channel support to clients for basic issues and how-to questions, involving current and future EP products, including but not limited to, Accounting products, SmartStudio, New SmartTime, Movie Magic Budgeting and Scheduling, and SyncOnSet products.
Accept and respond to emails from the Salesforce Queue ensuring a thorough, accurate, and professional response is provided with a focus on resolving the issue for the client with a single email reply.
Follow processes and procedures for handling interactions with clients and record all client correspondence in Salesforce in real time, clearly and with quality detail.
Always summarizing the issue and solution in the Salesforce case.
Remain logged into the phone queue and adhere to the Call Intake, Escalation Process, and all other established departmental processes and procedures.
Create Knowledge Base articles (KB's) based on escalations, new situations and general knowledge situations encountered in working with client issues and EP systems and programs.
KB's are for use of EP Personnel and EP clients if applicable.
Learn about the industry and client personas and become competent in EP products being supported including staying informed of product releases and processes changes.
Demonstrate empathy for clients and act as their advocate, ensuring their inquiries and claims get resolved.
Serve as the voice of the customer by escalating issues and feedback through appropriate channels.
Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases.
Other duties as assigned.
Complete basic troubleshooting steps for more complex issues.
Submit bug reports and communicate with technical teams regarding issues.
Proficient in the products, client personas, and processes & procedures.
JOB REQUIREMENTS/QUALIFICATIONS NEEDED Demonstrate customer service orientation with problem solving and diplomacy skills, leveraging the ability to diffuse escalated client situations through high level problem solving.
Excellent written and verbal communication skills, with ability to deliver information in a clear, professional and concise manner.
Ability to actively and effectively listen to understand and build trust with clients.
Emotionally intelligent and ability to handle cases with empathy.
Troubleshooting skills and analytical thinking.
Strong follow up skills to ensure cases are resolved.
Ability to work independently and proactively with minimal supervision on the issues of expected complexity for your level.
Ability to collaborate and effectively work with other departments.
Ability to multi-task as well as handle multiple client issues at a time.
Excellent organizational and time management skills.
High school diploma (College degree or equivalent work experience) Prior experience in a support call center environment strongly preferred (must have prior experience for Staff to Senior level) Entertainment industry accounting/payroll background preferred.
Proficiency with Windows and Mac.
Proficient in Microsoft Word, Excel, Outlook.
Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM.
Minimum 3 years of Customer Service Experience.
A s an EP Employee you will receive our amazing benefits package including healthcare, dental, and vision coverage.
Other benefits and perks include:
401(k) retirement savings plan and company match Paid holidays, vacation time, and sick time Participation in company equity plans Employee Assistance Program, mental health and wellness programs Training and development Possibility of hybrid/flexible/schedules Annual bonus and merit reviews The pay rate per hour for this position is $22.
21 - $25.
55 (Tempe, AZ) and $24.
47 - $28.
15 (Burbank, CA.
) and is commensurate with experience related to the position.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
