Client Liaison

Job Description

At Entertainment Partners and Central Casting, we are committed to creating an environment where every employee is seen, where ideas, thoughts and perspectives are shared openly, and where fearless innovation is encouraged. Weaving diversity, equity, and inclusion into who we are will drive our competitiveness by encouraging creativity and enhanced decision making.


We help to power Oscar-winning films, Emmy-winning shows, and Clio-winning commercials. Feel the satisfaction of doing work that directly impacts the most exciting industry in the world. EP is poised to redefine and evolve the back-office processes of the entertainment community with security at the core of what we do.


Are you looking for the next opportunity to revolutionize an industry? If so....

We are looking for a Client Liaison & Production Specialist. The Client Liaison & Production Specialist reports to the Director, Client Services and assists Clients with their questions and issues. Provides real-time support for client calls and texts and prompt responses to all Client cases (calls, voicemails, texts, emails).

KEY RESPONSIBILITIES

• Maintain CASHet's best-in-class Customer Service by providing prompt, accurate, real-time support during hours of operation1 for Client Cardholders' and Accounting Staffs' incoming:
  • Phone calls
  • Text messages via Salesforce (SF) cases
• Provide prompt follow-up for Clients during hours of operation with general questions or issues (in descending order)2:
  • Voicemails via SF cases
  • Text messages via SF cases
  • Emails via SF cases
• Proactively resolve basic issues that occur for Clients, especially Cardholders and Accounting Staff
• Adhere to correct case-handling procedure3
• Route SF cases and/or phone calls to the correct queue or individual according to procedure3
• Collect data about incidents, events and/or updates regarding issues impacting our Clients, and record in SF
• Collaborate where needed with other Client Services team members to address Client issues and ensure prompt, complete, and correct responses
• Collaborate with or escalate to other Departments or Senior Leadership as appropriate, and using correct procedure
• Maintain working knowledge of, and be able to proficiently perform, all items on the Client Liaison Training Checklist4
• Maintain a basic understanding of production accounting workflow and principles
• Maintain thorough, up-to-date knowledge of CASHet's systems
• Maintain understanding of our business partners' systems
• Act as a positive representation of CASHet in all communications
• Collaborate with Client Services team and team members from other departments on special projects
• Occasional after-hours cardholder text support
  • 1 weekend day every ~12 weeks

JOB REQUIREMENTS / QUALIFICATIONS NEEDED

• Position is in-office
• Positive & helpful attitude
• Respectful support of company team members
• Strong Written & Verbal Communication Skills
• Ability to prioritize case type and urgency and discern where escalation is appropriate for best client service
• Ability to juggle & track multiple cases simultaneously
• Ability to pivot where necessary to accommodate shifts in client needs
• Strong attention to detail
• Comfortable with repetitive tasks
• Comfortable with using and learning new digital communications technology
• Experience with Salesforce desired
• Experience with MS Excel desired

The hourly range for this position in $40.77 to $45.00 and will be commensurate with experience related to the position.

Entertainment Partners seeks to employ the most qualified individuals from the available workforce and to provide equal employment opportunity for all persons. Our policy prohibits unlawful discrimination based on race, color, religion, religious creed, sex, gender identity/expression, age, pregnancy, citizenship status, marital status, national origin or ancestry, physical or mental disability (whether perceived or actual), medical condition (cancer-related or genetic characteristics-related), sexual orientation, veteran status, medical/family care leave status or any other consideration made unlawful by applicable federal, state, or local laws. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Equal opportunity extends to all aspects of the employment relationship, including recruiting, hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.