Contact Center Representative (Contact Center)

SAG-AFTRA • Los Angeles, CA

1d • Onsite

About The Position

The Contact Center Representative will provide excellent member service through responding to telephone calls, emails, web chat and other interaction channels. This position acts as the most common touch point for SAG-AFTRA and is expected to have broad knowledge of the processes, policies and operations of the entire organization. Cashiering, Contracts, Membership, and Residuals Processing are key subject areas. First level contract assessment and support; advocate for members working under a SAG-AFTRA collective bargaining agreement by answering questions for members, producers, studio executives, labor attorneys, casting agents and other industry professionals. This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed. Provides producers, members, and their representatives with information regarding SAG-AFTRA Agreements. Answers inquiries and investigates and routes potential claims to appropriate areas. Problem solving and trouble shooting in the following areas: Cashiering functions including: billing inquiries, accepting payments, payment disputes. Membership functions including: station 12/cast clearance, eligibility status, new member inquiries, and Taft Hartley inquiries. Residuals processing functions including Residuals payment status, lost/missing payments, filing for potential claims. Effectively multi task; handle e-mail, web chat and phone inquiries simultaneously. Various special projects, research and other duties as assigned.

Requirements

• Interact with tact and diplomacy with both external and internal customers.
• Sign on to a queue and handle phone calls for the entire workday, if required.
• Write clearly and succinctly.
• Excellent listening skills.
• Problem analysis and problem solving skills.
• Stress tolerance.
• Passion for customer service; enjoy interacting with people and maintain a positive attitude under pressure.
• Independent problem solving and analytical skills.
• Proficient in Microsoft Office.
• Communicate effectively in English; both verbal and written.
• Use PC Applications.
• Adhere and maintain productivity and quality standards.
• Superlative interpersonal skills: high degree of patience and tact.
• Cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds both internally and externally.
• Have an understanding and awareness of worker rights impacting SAG-AFTRA members.
• Detail oriented.
• Organize and coordinate multiple tasks under daily deadlines.
• Prioritize tasks and work under pressure.
• Capable of taking direction from more than one supervisor.
• Work in a very challenging environment where constructive feedback from others is encouraged.
• Maintain regular and acceptable attendance.
• Available and willing to work extended hours per day or per week, including weekends as SAG-AFTRA determines is necessary to meet its business needs.
• 2 years of customer service experience (including heavy contact with the public) required.
• Basic skills- 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%.

Nice To Haves

• Familiarity with Oracle systems is a plus.
• 3+ years of customer service experience strongly preferred.
• Bachelor’s Degree preferred, but not required.
• Entertainment industry experience preferred, but not required.

Responsibilities

• Provide excellent member service through responding to telephone calls, emails, web chat and other interaction channels.
• Act as the most common touch point for SAG-AFTRA with broad knowledge of the organization's processes, policies, and operations.
• Handle Cashiering, Contracts, Membership, and Residuals Processing.
• Provide first level contract assessment and support.
• Advocate for members by answering questions for members, producers, studio executives, labor attorneys, casting agents, and other industry professionals.
• Provide producers, members, and their representatives with information regarding SAG-AFTRA Agreements.
• Answer inquiries, investigate, and route potential claims to appropriate areas.
• Problem solve and troubleshoot in areas of Cashiering, Membership, and Residuals Processing.
• Effectively multi-task, handling email, web chat, and phone inquiries simultaneously.
• Perform various special projects, research, and other duties as assigned.

Benefits

• The salary for this position is $28.00 per hour
• Colleagues that are passionate about what we do and how they contribute to our mission
• Balance between work and home life responsibilities
• Affordable and comprehensive medical and dental plans
• Generous pension plan
• Employee discounts and perks

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level