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Call Center Representative (Complaints Agent) job

FilmlaLos Angeles, CA
Filmla jobs

Company

Salary

Skills

Company Description

FilmLA is a 501(c)4 not-for-profit public benefit organization and film office. It is located in California. Its mission is to create innovative content for its viewers. It provides film permits, production planning, research, and an online permit system. It offers competitive wages and a broad array of benefits including medical, dental, and vision insurance, life insurance, AD&D insurance, healthcare spending account, commuter benefits, paid time off, flexible spending accounts, and a 401k retirement plan. It also provides an employee assistance program. It is providing employment opportunities for the accounts receivable clerk, HR generalist, solution service specialist, production coordinator, and other positions.

Job Description

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.
Estimated annual salary
$33,228
average
Minimum
$24,444
Maximum
$51,972

TASKS

  • Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
  • Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
  • Explain products or services and prices, and answer questions from customers.
  • Obtain customer information such as name, address, and payment method, and enter orders into computers.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • SpeakingTalking to others to convey information effectively.
  • Social PerceptivenessBeing aware of others' reactions and understanding why they react as they do.

KNOWLEDGE

  • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
  • Customer and Personal ServiceKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English LanguageKnowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Filmla

Type

Nonprofit

Size

Small

Location

Los Angeles, CA

Founded

1995

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