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Digital Support Representative Temp

4 months ago

Burbank, United States Entertainment Partners Full time

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.

**KEY RESPONSIBILITIES**
- Provide outstanding support to clients for basic login in issues and how-to questions, involving current and future EP products.
- 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 mínimal 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.