Entertainment Partners

Client Liaison

Entertainment Partners • $84K — $93K *
West Hollywood, CA 90069In-Person
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years experience in client services or a related field
  • Positive and helpful attitude in high-pressure situations
  • Strong written and verbal communication skills
  • Ability to prioritize and manage multiple client cases
  • Experience with Salesforce and MS Excel is desired
  • Attention to detail and adaptability to shifting client needs

Responsibilities

  • Provide real-time support via phone and text for client inquiries
  • Follow up promptly on voicemails, texts, and emails
  • Proactively resolve basic client issues particularly for cardholders and accounting staff
  • Maintain compliance with case-handling procedures
  • Route client inquiries to appropriate team members or departments
  • Record and track incident data in Salesforce system
  • Collaborate with team members and escalate issues as needed

Benefits

  • In-office position fostering team collaboration
  • Professional development opportunities through cross-departmental projects
  • Regular after-hours support schedule, contributing to team cohesion
  • Exposure to dynamic client service scenarios in a fast-paced environment
Full Job Description
Job Description

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.

About Entertainment Partners

Entertainment Partners is a leading provider of payroll and production management services to the entertainment industry. The company was founded in 1976 and is headquartered in Burbank, California. Entertainment Partners' services include payroll processing, residuals management, tax incentives, and production accounting. The company's clients include major studios, independent producers, and production companies. Entertainment Partners has offices in Los Angeles, New York, Atlanta, Toronto, and London.
Learn more about Entertainment Partners
Size
1,500 employees
Industry
Media
Founded
1976
* Ladders Estimates

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