Member Services Agent

2 weeks ago

Los Angeles, California, United States SAG-AFTRA Full time

Contact Center Representative

Location: United States
Job ID:
Category: Customer Service/Support
Reports To: Senior Manager, Customer Experience
FLSA Status: Non-Exempt
Type: Regular Full-Time
Posted Salary: USD $24.00/Hr.
Salary Range: $24.00/hour in accordance with the CBA
Department: Contact Center
Shift: Hours May Vary
Union Representation: Represented
Union Code: OPEIU L537



Overview

About Us

SAG-AFTRA is a prominent American labor union representing around 160,000 professionals in the media industry. Our dedicated employees are committed to advocating for our members by negotiating optimal wages, working conditions, and comprehensive health and pension benefits. We work diligently to enhance and protect our members' work opportunities while ensuring the enforcement of our contracts against unauthorized use of their work.



Key Responsibilities

Your Role

The Contact Center Representative will deliver exceptional service to our members by managing inquiries through various communication channels, including phone calls, emails, and web chat. This role serves as a primary contact point for SAG-AFTRA and requires a thorough understanding of the organization's processes, policies, and operations. Key areas of focus include Cashiering, Contracts, Membership, and Residuals Processing.

As a first-level support agent, you will assist members working under a SAG-AFTRA collective bargaining agreement by addressing inquiries from members, producers, studio executives, labor attorneys, casting agents, and other industry professionals.

(This section provides a general overview of the most significant job duties performed. It does not detail every single duty performed.)

  • Provide information to producers, members, and their representatives regarding SAG-AFTRA Agreements.
  • Address inquiries and investigate potential claims, routing them to the appropriate departments.
  • Engage in problem-solving and troubleshooting in the following areas:
    • Cashiering functions: billing inquiries, payment acceptance, and dispute resolution.
    • Membership functions: station 12/cast clearance, eligibility status, new member inquiries, and Taft Hartley inquiries.
    • Residuals processing: payment status, lost/missing payments, and filing potential claims.
  • Effectively manage multiple tasks, handling email, web chat, and phone inquiries simultaneously.
  • Participate in various special projects, research, and other assigned duties.


Qualifications

Essential Skills and Experience

To ensure your success in this role, you should possess:

(The individual must demonstrate the following knowledge, skills, and abilities to perform the essential functions of this job with or without reasonable accommodation.)

  • Ability to interact with tact and diplomacy with both external and internal clients.
  • Capability to manage a queue and handle phone calls throughout the workday, if necessary.
  • Strong written communication skills.
  • Excellent listening abilities.
  • Analytical and problem-solving skills.
  • Ability to work under stress.
  • A passion for customer service; enjoyment in interacting with people while maintaining a positive demeanor under pressure.
  • Independent problem-solving and analytical capabilities.
  • Proficiency in Microsoft Office; familiarity with Oracle systems is advantageous.
  • Effective communication skills in English, both verbal and written.
  • Ability to utilize PC applications.
  • Commitment to maintaining productivity and quality standards.
  • Exceptional interpersonal skills: high levels of patience and tact, with the ability to build respectful, strategic, and collaborative relationships with diverse individuals.
  • Understanding of worker rights affecting SAG-AFTRA members.
  • Attention to detail.
  • Ability to organize and coordinate multiple tasks under daily deadlines.
  • Capability to prioritize tasks and work under pressure.
  • Willingness to take direction from multiple supervisors.
  • Ability to thrive in a challenging environment where constructive feedback is encouraged.
  • Regular and acceptable attendance as determined by SAG-AFTRA's discretion.
  • Availability to work extended hours, including weekends, as required by SAG-AFTRA's business needs.

Minimum Qualifications:

  • 2 years of customer service experience (including significant public interaction) required; 3+ years preferred.
  • Bachelor's Degree preferred, but not mandatory.
  • Experience in the entertainment industry preferred, but not mandatory.

Testing Requirements:

  • Basic skills in math, spelling, grammar, and filing - passing score: 76%.
  • Word and Excel (basic, intermediate, and advanced) - passing score: 76%.
  • Typing Test - 35 WPM.
  • Customer Service test modules: Customer Service Writing Sample, Customer Service Survey, and Call Center Listening Skills - passing score: 76%.

What We Offer

We are proud to provide:

  • A competitive salary of $24.00 per hour along with comprehensive employee benefits and perks, including a 35-hour work week.
  • Colleagues who are passionate about our mission and their contributions.
  • A balance between work and personal life responsibilities.
  • Affordable and comprehensive medical and dental plans.
  • A generous pension plan.
  • Employee discounts and perks.

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