Associate Support Representative

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 Associate Client Experience Support Representative.  The Associate Client Experience Support Representative will be responsible for providing omni channel (Inbound phone, Email, Chat) 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. 

KEY RESPONSIBILITIES 

• Provide outstanding omni channel (Inbound phone, Email, Chat) 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

The ideal candidate should have a minimum of 1-year Contact Center/Customer Service experience.  Note:  This is a hybrid role requiring work in the Tempe, AZ office two days a week with three days a week being work from home.   

• 1 - 3 years of experience in customer service experience in a support call center environment.  Technical Customer Service experience preferred
• Experience working in production accounting (Preferred but not required)
• Proficiency with Windows and Mac 
• Proficient in Microsoft Word, Excel, Outlook
• College degree or equivalent work experience
• Excellent communication skills including in person, in writing, email, and speaking to others
• Excellent Organizational Skills
• Ability to work independently with minimal supervision on complex issues
• Ability to work with other departments effectively
• Ability to multi-task as well as handle multiple client issues at a time
• Solid troubleshooting skills and analytical thinking
• Ability to ensure clients are receiving call backs and follow ups as communicated by the call priority representative
• Demonstrate customer service orientation with problem solving and diplomacy skills
• Detail-oriented
• Ability to diffuse escalated client situations through high level problem solving

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 $23 - $24.50/hr. and is commensurate with experience related to the position.