Customer Support Representative

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.