Customer Service Manager - Film and TV

Job Description

About Us

Breakdown Services is the industry leader in our sector providing essential services for Studios and Networks, Casting Directors, Talent Representatives, Actors and Filmmakers.

We design and develop software and services to streamline and secure the casting process from the Breakdown to the booking. Over 97% of all professional film, tv, theatre, commercial and voice projects in North America are released and managed via our secure, end-to-end ecosystem. We created the original Breakdown back in 1971 and remain focused on developing innovative solutions for the film, TV and theatre community.

Job Description
We are currently seeking a detail-oriented and customer service driven individual to manage a staff of 15-25 support representatives. These reps provide assistance to our entertainment industry clientele via phone, email, and online chat. You will be responsible for managing and coordinating the daily business flow of the CSR. You will be responsible for communicating issues to Breakdown leadership affecting the site brought to your attention by the CSRs.

The ideal candidate has a passion for customer service and a working knowledge of the film/tv industry. You will contribute creatively and share your perspective for improving customer service and the user interface. Additionally you will be responsible for scheduling your CSR staff through an array of duties and focus throughout the day. Possessing a skill set that allows you to quickly understand the facets of customer service we provide and then being able to pass that information along to the CSR staff is of utmost importance.

All team members are currently working remotely until it is safe to return to the office. We are seeking to add team members who are based in New York, Los Angeles, Toronto or Vancouver.
Responsibilities

• Understand and offer training and assistance to CSR team members who provide support for Actors, Talent Reps, Casting Directors and Filmmakers.

• Provide excellent leadership in email, phone and chat support to team members and clients alike.

• Give training and support as well as lend your own talents to proofread, write and edit copy.

• Ensure that all CSRs are able to efficiently provide technical support and instruction on how to navigate our site and services in one-on-one or group settings.

• Work with our other office personnel (offices in LA, NY, Vancouver and Toronto) to provide a cohesive customer support experience.

• Stay up to date on new product features and site improvements and communicate that effectively to CSR team members.

• Create a daily work schedule for all team members and keep up to speed on absences, and time off requests to help the department operate efficiently.

Required Skill Set

• Strong foundation in Customer Service Management.

• Proven supervisory skills for a company demonstrated in your resume.

• Broad experience with both Windows and MAC OS.

• Experience with Word, Google Docs, Slack.

• Familiarity with Webex, Chatlio, Freshdesk, Zendesk or similar.

• Worked with Google Calendars to set up schedules.

• Encouraging your team to provide accurate, valid and complete information to customers.

• When elevated, be able to handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Ensure that team members keep records of customer interactions.

• Ensure that team members follow communication procedures, guidelines and policies.

• Must be proficient in all areas of our customer relationship services so that you can lead by example.

Application Requirements

• Must reside in Los Angeles, New York, Vancouver, or Toronto.

• Only applications with a current resume AND cover letter will be accepted.

• DO NOT contact the employer directly.

Jobcode: Reference SBJ-gpbw8x-18-191-244-172-42 in your application.