Film Industry Customer Support Specialist

2 weeks ago


Los Angeles, California, United States Breakdown Services Full time
Position Overview

Breakdown Services stands as a premier provider of vital services tailored for Studios, Networks, Casting Directors, Talent Representatives, Actors, and Filmmakers.

We innovate and implement software solutions designed to enhance and secure the casting workflow from initial breakdowns to final bookings. Our comprehensive ecosystem manages over 97% of professional film, television, theatre, commercial, and voice projects across North America. Since pioneering the original Breakdown in 1971, we have remained committed to advancing innovative tools for the entertainment community.

Role Summary

We are in search of an enthusiastic Customer Support Specialist who thrives in a dynamic environment and is keen to acquire new competencies. Team members will gain comprehensive knowledge of our services to effectively assist our clientele. The ideal candidate possesses a strong passion for customer service and familiarity with the film and television industry. They will contribute creatively and provide insights for enhancing customer experience and user interface.

Key Responsibilities

  • Deliver exceptional support to Actors, Talent Representatives, Casting Directors, and Filmmakers.
  • Provide assistance through various channels including email, phone, and chat.
  • Act as a liaison with Casting regarding their projects.
  • Engage in proofreading, writing, and copy editing tasks.
  • Conduct outreach, seminars, and demonstrations: train new users and participate in educational events.
  • Offer technical support and guidance on navigating our platform and services, both individually and in group settings.
  • Collaborate with other departments to ensure a seamless customer support experience.
  • Stay informed about new product features and site enhancements.

Essential Qualifications

  • Outstanding customer service skills with a genuine commitment to assisting others.
  • Exceptional grammar, copy editing, and communication abilities.
  • Proficient in both Windows and MAC operating systems.
  • Experience with Word, Google Docs, and Slack.
  • Familiarity with platforms such as Webex, Chatlio, Freshdesk, Zendesk, or similar tools.
  • Detail-oriented with a strong emphasis on accuracy.
  • Professional demeanor with clients and colleagues.
  • Dependable, responsible, and trustworthy.
  • Ability to provide accurate and complete information using appropriate methods and tools.
  • Effectively manage customer complaints, offering suitable solutions and alternatives within specified timeframes; follow up to ensure resolution.
  • Maintain records of customer interactions.
  • Adhere to communication procedures, guidelines, and policies.

Preferred Attributes

  • Dynamic, creative, enthusiastic, and driven.
  • Experience and passion for the film and television industry (Casting, Filmmaker, Writer, or similar roles).
  • Ability to work independently as well as collaboratively within a team.
  • Self-motivated and capable of working effectively from a remote environment.
  • Critical thinking skills to devise solutions for unique challenges.
  • Ability to manage multiple tasks efficiently and accurately.
  • Strong phone handling skills and active listening capabilities.
  • Composed and efficient during high-pressure situations.
  • Positive attitude and approach.
  • Excellent interpersonal skills, comfortable with public speaking in both group and individual settings.
  • Eager to learn new skills and adapt to changing environments.
  • Technical skills in areas such as graphic design, Adobe Creative Cloud, IT, or photo/video editing are advantageous.

Application Requirements

Only applications accompanied by a cover letter and a current resume will be considered.

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