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Cast & Crew
Burbank, CA | Full Time
$49k-64k (estimate)
6 Days Ago
Customer Support Representative
Cast & Crew Burbank, CA
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$49k-64k (estimate)
Full Time 6 Days Ago
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Cast & Crew is Hiring a Customer Support Representative Near Burbank, CA

At Cast & Crew, we've empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies - we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production's best ally every step of the way. #OneCastOneCrew
About Cast & Crew
We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.

Customer Support Representative

Regular Full-Time

Position Overview

The Customer Support Representative (CSR) is responsible for providing support to production and/or studio company employees ("Crew"). The role will respond to production employee inquiries by telephone and email for questions that include, but are not limited to, payroll inquiries, employment verification, change of address, cancel and reissue of paychecks.

The CSR is responsible for analyzing the customer's support needs and referring to other internal Cast & Crew departments for follow-up as needed. The CSR is responsible for logging each interaction with the customer in ticket tracking system. The CSR will report to the Supervisor, Production Employee Helpdesk for day-to-day activities.

Core Responsibilities

  • Provide exemplary customer support and service to our production employees.
  • Research, resolve, and respond to end-user issues/problems/questions received via email, telephone calls, callbacks, or escalations in accordance with current standards and service levels.
  • Log and track all inbound correspondence utilizing the current ticket tracking system.
  • Provide solutions to user problems to ensure user satisfaction and productivity.
  • Transition employee calls to internal departments when necessary.
  • Continually deliver timely attendance and high quality of work.
  • Develop and maintain positive working relationships with fellow Cast & Crew employees and customers.
  • Understand the needs and requirements of internal and external customers and escalate when needed.
  • Other duties as assigned.
Key Qualifications
  • 2-4 years of generalized experience in a customer support environment, ideally within the Entertainment or other heavily unionized industry.
  • Demonstrated ability and history of providing excellent customer support.
  • Ability to communicate to a broad, diverse set of customers in a way that addresses their issues or problems in a calm, constructive manner.
  • Must have the ability to multi-task, organize, and prioritize in order to meet deadlines while maintaining attention to detail.
  • Working knowledge and understanding of payroll processes preferably in the Entertainment industry.
  • Creative problem solver who is extremely well organized and accustomed to maintaining meticulous records.
  • Knowledge of standard office procedures and practices.
  • Exposure and demonstrated ability to use Microsoft Office (Word, Excel, PowerPoint).
  • Excellent written and oral communication skills including the ability to compose clear and concise grammatically correct emails and other like correspondence.
  • Self-motivated, must be able to work independently.
  • Goal and people oriented.
  • Ability to maintain positive attitude.
  • Must be able to work overtime as needed.
  • Must be able to work onsite (Burbank office).
  • Must be able to work weekends.
  • Minimum education preferred: Bachelor's degree, or relevant experience.
Special Work Conditions
  • Must be available to work weekends
  • Some overtime required
  • Sedentary - Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull.

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location.
The compensation range for this position is:
$20 - $20 USD

Benefits

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.

Due to the high volume of applicants, it is likely that only shortlisted candidates will be contacted.

CA residents: Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Job Summary

JOB TYPE

Full Time

SALARY

$49k-64k (estimate)

POST DATE

03/22/2024

EXPIRATION DATE

04/09/2024

WEBSITE

castandcrew.com

HEADQUARTERS

BURBANK, CA

SIZE

200 - 500

FOUNDED

1976

TYPE

Private

CEO

BRINDA VILOA

REVENUE

$10M - $50M

INDUSTRY

Filmed Entertainment

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About Cast Crew

Cast & Crew is a financial services company that offers payroll, accounting and production workflow solutions for the entertainment industry.

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The following is the career advancement route for Customer Support Representative positions, which can be used as a reference in future career path planning. As a Customer Support Representative, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Representative. You can explore the career advancement for a Customer Support Representative below and select your interested title to get hiring information.

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If you are interested in becoming a Customer Support Representative, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Representative for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Support Representative jobs

According to numerous studies, today’s consumers expect customer support representative to be more proactive and personalized.

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Be as polite as possible when talking to clients over the phone.

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Consider using database to record activities and research product information.

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Learn to refer to other service or technical departments for follow up as needed.

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Understand the customer’s expectations.

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Step 3: View the best colleges and universities for Customer Support Representative.

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