Staff PWE Support Specialist

10 hours ago

Burbank, California, United States Entertainment Partners Full time
Job Description

At Entertainment Partners, 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.

The Staff PWE Support Specialist will be responsible for providing world-class customer service support to our production worker employees (PWEs) resulting in the best-in-class client experience possible with successful and timely resolution. Communication must be clear, logical, and conveyed in a patient manner via phone, email, as well as with other team members, and other internal centers of excellence.

The team is the second point (L2 Escalations) of contact for all payroll & tax-form related types of inquiries across all business units. Included but not limited to, answering a wide array of questions, provide education on complex issues, self-resolutions while building trust with our employees and execute methods to resolve issues. Maintains a "client first" approach and upholds EP's core values and mission.

Key Responsibilities:

  • Adhere by all processes and procedures for handling interactions with clients; and record all client communication in Salesforce, in real time, clearly and with quality detail.
  • Remain logged into the phone queue and update correct statuses were applicable.
  • Process updates in our internal payroll system for our production worker employees, in strict compliance with EP's security and privacy policies, timely and accurately.
  • The Staff Specialist will be able to identify and distinguish different record types in the system and navigate effectively across all payroll programs to process difficult and sometimes complex corrections.
  • The Staff Specialist will handle escalations regarding payroll and tax-form related inquiries; including but not limited to payment type, incorrect pay, voluntary deductions, cancel/reissues, tax form/explanation/corrections, taxable vs. non-taxable pay codes, etc.
  • The Staff Specialist will analyze our internal data maintenance reports i.e., Duplicate ID, EVS Master, etc. to identify difficult and sometimes complex earnings and submit the appropriate adjustments to correct the employee's earnings.
  • Assist with special projects and departmental testing as needed.
  • TheStaff Specialist must be knowledgeable of the department processes to attend meetings and communicate effectively with other departments on system improvements.
  • Verify Name and Social Security number combinations in the Social Security Administration portal.
  • Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases.
  • Demonstrate customer service orientation with problem solving and diplomacy skills, leveraging the ability to diffuse escalated client situations through high level problem solving.

Job Requirements/Qualifications Needed:

  • High school diploma (College degree or equivalent work experience)
  • Proficiency in Microsoft Office software, Word, Excel, Outlook.
  • Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM as they relate to the outlined job duties.
  • Minimum 1-2 years of Contact Center/Customer Service Experience.
  • Emotional intelligence and ability to handle cases with empathy.
  • Excellent organizational and time management skills.
  • Ability to work independently and proactively with minimal supervision on the issues of expected complexity for your level.
  • Troubleshooting skills and analytical thinking.
  • Strong follow up skills to ensure cases are resolved.
  • Ability to multi-task as well as handle multiple client issues at a time.

Benefits and Perks:

  • Health, Dental, and Vision options
  • 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

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