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....
The Associate Client Experience Support Representative 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
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The ideal candidate should have Entertainment Industry knowledge on the onboarding and payroll processes in production offices.
KEY RESPONSIBILITIES
- 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.
As 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 range for this position is $22 - $28/hr and is commensurate with experience related to the position.
