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....
Entertainment Partners is looking for a Digital Support Representative Temp! The Digital Support Representative Temp will be responsible for providing support to clients via phone, chat and email resulting in the best-in-class client experience possible with successful and timely resolution of login inquiries related to multi-factor authentication. This role will 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 and Salesforce. Must maintain a “client first” approach and uphold EP’s core values and mission.
KEY RESPONSIBILITIES
· Provide outstanding support to clients for basic login in issues and how-to questions, involving current and future EP 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, and quality assurance standards.
· Demonstrate empathy for clients and act as their advocate
· 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.
JOB REQUIREMENTS / QUALIFICATIONS NEEDED
· Minimum 6 months of Contact Center/Customer Service Experience
· High school diploma or equivalent
· Prior experience in a support call center environment preferred
· Proficiency with Windows and Mac
· Proficient in Microsoft Word, Excel, Outlook
· Excellent organizational and time management skills to ensure clients are responded to and cases are resolved in a timely manner
· 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
· 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
The hourly rate for this position is $22.50 and will be commensurate with experience related to the position.
Job Types: Full-time, Temporary
Pay: $22.50 per hour
Expected hours: No less than 40 per week
Shift:
- 8 hour shift
- Day shift
- Evening shift
- Morning shift
- Night shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- Hybrid work
- Office
Ability to Commute:
Work Location: Hybrid remote in Tempe, AZ