Customer Service Representative
A Contact Center Representative is needed for an entertainment union located Miracle Mile. As the Contact Center Representative, you will provide a world-class member experience via interaction on phone, email, web chat and/or any other channel as deemed necessary. This position acts as the most common touch point for the company and is expected to have broad knowledge of the processes, policies and operations of the entire organization. Breadth of knowledge required, includes, but is not limited to: Cashiering, Contracts, Membership, and Residuals Processing and Claims, and Web Support. Additionally, first level contract assessment and support; advocate for members working under a company collective bargaining agreement by answering questions for members, producers, studio executives, labor attorneys, casting agents and other industry professionals. The entertainment union offers free parking, and a 35-hour work week.
Responsibilities:
Answers inquiries via phone, email and web chat to problem-solve, and troubleshoot in the following areas:
- Cashiering functions: dues bill explanation, calculation, and disputes, and payment options.
- Contracts functions: Membership functions: eligibility status and process, joining fee calculation, updating performer contact information, membership status options.
- Residuals Processing and Claims functions: Residuals payment status, stop payment / reissue, money in trust, Residuals address updates, direct deposit, claim filing and status update.
- Web Support functions: website and mobile app navigation, registration, and password resets. Signatory support for preliminary information sheets.
- Other Support functions: seasonal support during SAG Awards regarding eligibility, voting, and screeners. SAG-AFTRA Foundation, Conservatory, Film Society, and Local event RSVP, cancellations, and support.
Perform other duties as assigned or as the situation dictates.
Qualifications:
• High school diploma required; a bachelor’s degree is an advantage.• At least 2 years of customer service experience required; 3+ years is preferred.
• Experience in call center support, including handling inbound and outbound calls.
• Background in order entry and general customer account support.
• Strong verbal and written communication skills, along with solid teamwork and adaptability.
• Basic to advanced proficiency in Microsoft Word and Excel.
• Ability to pass skills assessments in math, spelling, grammar, filing, typing, and customer service modules.
• Entertainment industry experience is a plus.
Compensation
$25.00-$28.00 HourlyAbout Us
TalentMatch®
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