Call Center Representative (Complaints Agent) job

Job Description

We are seeking energetic, polite and reliable professionals to join our Solution Services Team as Contact Center Representatives working closely with other team members to provide outstanding service to our Constituents (Customers, Community Members and Clients) by answering questions, handling complaints, and troubleshooting problems associated with on-location film production and Company services. The Contact Center Representative may handle a high volume of inbound or outbound calls or both and will seek to create a positive experience for each caller. They will listen to Constituents to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful Contact Center Representative, you should be Constituent-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Contact Center Representative Responsibilities:

• Answering calls or making calls to Constituents to learn about and address their needs, complaints, or other issues associated with on-location film production matters.

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that Constituents feel supported and valued.

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry Constituents, as needed.

• Building positive relationships with Constituents and other call center team members through trust and reliability.

• Utilizing software, databases, scripts, and tools as set forth by the Company, including consistent use of ticketing system to ensure all Constituent communications are recorded and updated.

• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

• Taking part in training and other learning opportunities to expand knowledge of company and position.

• Adhering to all company policies and procedures.

Contact Center Representative Requirements:

• High School Diploma or equivalent.

• Experience working in call centers or similar position focused on customer service and complaint resolution.

• Exceptional customer service and active listening; excellent verbal and written communication skills; and professional phone voice.

• Ability to effectively implement and communicate Company services and policies.

• Ability to use logic and reasoning to reach conclusions and approaches to problems.

• Ability to use judgment and decision-making skills to evaluate situations, establish priorities, and resolve matters.

• Ability to think quickly and work under stressful situations.

• Ability to ask probing questions and diffuse tense situations.

• Strong time management and problem-solving skills.

• Adaptability and accountability.

• Proficiency with use of technology, especially with CRM software, and strong typing skills.

Company Description

FilmLA is a private, 501(c)4 not-for-profit organization established for the public benefit. We coordinate and process permits for on-location motion picture, television and commercial production under contract to an ever-increasing roster of public-sector clients in the Los Angeles region. All permits are issued by the authority of and in accordance with the policies of each client jurisdiction.

We function differently than the typical film office or film commission. Most such entities are publicly-funded government agencies focused on promoting their regions to the film industry. FilmL.A. was created when the City and County of Los Angeles decided to privatize their film permit offices, allowing more flexibility in providing services to production companies and local communities.

Although FilmL.A. is funded primarily by permit coordination fees paid by production companies, ongoing community relations is a key component of the service we provide. We work to strike a balance between the needs and interests of the entertainment industry and the neighborhoods affected by on-location production.

In today's highly competitive, global entertainment production market, our services help the Los Angeles region retain its status as the entertainment production capital of the world.