Staff PWE Support Specialist

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.…

The Staff PWE Support Specialist will be responsible for providing world-class customer service support to our production worker employees (PWEs) resulting in the best-in-class client experience possible with successful and timely resolution. Communication must be clear, logical and conveyed in a patient manner via phone, email, as well as with other team members, and other internal centers of excellence. The team is the second point (L2 Escalations) of contact for all payroll & tax-form related types of inquiries across all business units. Included but not limited to, answering a wide array of questions, provide education on complex issues, self-resolutions while building trust with our employees and execute methods to resolve issues. Maintains a “client first” approach and upholds EP’s core values and mission. During peak periods, this position may require overtime in the evenings and on weekends.

KEY RESPONSIBILITIES

• Adhere by all processes and procedures for handling interactions with clients; and record all client communication in Salesforce, in real time, clearly and with quality detail. Always summarizing the description of the issue and resolution in the applicable case fields.
• Remain logged into the phone queue and update correct statuses were applicable. Adhere to the Call Intake, Escalation Process, and all other established processes and procedures.
• Process updates in our internal payroll system for our production worker employees, in strict compliance with EP’s security and privacy policies, timely and accurately. The Staff Specialist will be able to identify and distinguish different record types in the system and navigate effectively across all payroll programs to process difficult and sometimes complex corrections.
• The Staff Specialist will handle escalations regarding payroll and tax-form related inquiries; including but not limited to payment type, incorrect pay, voluntary deductions, cancel/reissues, tax form/explanation/corrections, taxable vs. non-taxable pay codes, etc. This process requires knowledge and understanding of the W2 system logic, the ability to identify discrepancies, and effective interdepartmental communications for the best possible resolution.
• The Staff Specialist will analyze our internal data maintenance reports i.e., Duplicate ID, EVS Master, etc. to identify difficult and sometimes complex earnings and submit the appropriate adjustments to correct the employee’s earnings.
• Assist with special projects and departmental testing as needed. The Staff Specialist must be knowledgeable of the department processes to attend meetings and communicate effectively with other departments on system improvements.
• Verify Name and Social Security number combinations in the Social Security Administration portal.
• Maintain a high degree of confidentiality of client information, data provided by clients and all EP proprietary information such as computer programs and databases.
• Demonstrate customer service orientation with problem solving and diplomacy skills, leveraging the ability to diffuse escalated client situations through high level problem solving.
• Additional duties as assigned.

JOB REQUIREMENTS/QUALIFICATIONS NEEDED

• High school diploma (College degree or equivalent work experience)
• Proficiency in Microsoft Office software, Word, Excel, Outlook.
• Aptitude to learn the use of technical products, computer programs and applications, Salesforce CRM as they relate to the outlined job duties.
• Minimum 1-2 years of Contact Center/Customer Service Experience.
• Emotional intelligence and ability to handle cases with empathy.
• Excellent organizational and time management skills.
• Ability to work independently and proactively with minimal supervision on the issues of expected complexity for your level.
• Troubleshooting skills and analytical thinking.
• Strong follow up skills to ensure cases are resolved.
• Ability to multi-task as well as handle multiple client issues at a time.

Other benefits and perks included are:

• Health, Dental, and Vision options
• 401(k) retirement savings plan and company match
• Paid holidays, vacation time, and sick time
• Participation in company equity plans
• Employee Assistance Program, mental health and wellness programs
• Training and development
• Possibility of hybrid/flexible/schedules
• Annual bonus and merit reviews

The hourly range for this position is $21.73 to $24.71 an hour 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.