Customer Support Representative

401 Cast & Crew LLC; United States; On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Benefits package

401(k) match

Paid parental leave

Job summary

Cast & Crew is seeking a Customer Support Representative to assist production employees with payroll inquiries, employment verification, address changes, and paycheck issues. The CSR analyzes customer needs and routes follow-up to the appropriate internal teams, logging every interaction in the ticketing system.

The temporary, onsite role reports to the Production Employee Helpdesk Supervisor. The position requires strong MS Office skills, solid communication, and the ability to multitask while

Qualifications

• Bachelor’s degree or relevant experience.
• 2–4 years in customer support.
• English and Spanish bilingual is a plus.

Responsibilities

• Provide exemplary customer support to production employees.
• Log and track all interactions in the ticket system.
• Resolve payroll inquiries and employment verification questions.
• Escalate issues to internal Cast & Crew departments as needed.

Skills

Customer support

Payroll knowledge

MS Office

Communication

Bilingual EN/ES

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

About Us

About Us At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools. The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater. We are a production’s best ally every step of the way. #OneCastOneCrew

Position Overview

The Customer Support Representative (CSR) is responsible for providing support to production and/or studio company employees (“Crew”). The role will respond to production employee inquiries by telephone and email for questions that include, but are not limited to, payroll inquiries, employment verification, change of address, cancel and reissue of paychecks. The CSR is responsible for analyzing the customer’s support needs and referring to other internal Cast & Crew departments for follow-up as needed. The CSR is responsible for logging each interaction with the customer in ticket tracking system. The CSR will report to the Supervisor, Production Employee Helpdesk for day-to-day activities. This is a temporary position.

Core Responsibilities

• Provide exemplary customer support and service to our production employees.


• Research, resolve, and respond to end‑user issues/problems/questions received via email, telephone calls, callbacks, or escalations in accordance with current standards and service levels.


• Log and track all inbound correspondence utilizing the current ticket tracking system.


• Provide solutions to user problems to ensure user satisfaction and productivity.


• Transition employee calls to internal departments when necessary.


• Continually deliver timely attendance and high quality of work.


• Develop and maintain positive working relationships with fellow Cast & Crew employees and customers.


• Understand the needs and requirements of internal and external customers and escalated when needed.


• Other duties as assigned.

Key Qualifications

• 2-4 years of generalized experience in a customer support environment, ideally within the Entertainment or other heavily unionized industry.


• Demonstrated ability and history of providing excellent customer support.


• Ability to communicate to a broad, diverse set of customers in a way that addresses their issues or problems in a calm, constructive manner.


• Must have the ability to multi-task, organize, and prioritize in order to meet deadlines while maintaining attention to detail.


• Working knowledge and understanding of payroll processes preferably in the Entertainment industry.


• Creative problem solver who is extremely well organized and accustomed to maintaining meticulous records.


• Knowledge of standard office procedures and practices.


• Exposure and demonstrated ability to use Microsoft Office (Word, Excel, PowerPoint).


• Excellent written and oral communication skills including the ability to compose clear and concise grammatically correct emails and other like correspondence.


• Self‑motivated, must be able to work independently.


• Goal and people oriented.


• Ability to maintain positive attitude.


• Must be able to work overtime as needed.


• Must be able to work onsite (Burbank office).


• Must be able to work weekends.


• Minimum education preferred: Bachelor’s degree, or relevant experience.


• Bilingual proficiency in English and Spanish is a plus.


• Hands‑on experience using AI tools within your discipline — able to speak to specific tools used, workflow integration, and measurable business impact — with a drive to continuously experiment with and apply emerging AI capabilities.

Special Work Conditions

Sedentary – Involves sitting most of the time but may involve walking or standing for brief periods of time. Some positions may entail exerting up to 15 lbs. of force occasionally and/or a negligible amount of force to lift, carry, push, or pull. #LI-HYBRID #LI-AL1

We take care of our people.

We take care of our people. When you join Cast & Crew, you're backed by a benefits package built around what matters most. From comprehensive medical, dental, and vision coverage, to a 401(k) match, generous PTO, paid parental leave, health and wellness programs, tuition reimbursement, and employee discounts.

Benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies. A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location.

The compensation range for this position is: $20.00 - $22.00 per hour.

At Cast & Crew, our diverse workforce is always at the heart of what we do. Our company is committed to a culture of encouraging unique perspectives and backgrounds and to ensure growth and opportunities are available for all. Come join our team of talent that helps make magic happen.

#OneCastOneCrew We grew from a modest small business in 1976 to be the premiere provider of entertainment technology and solutions, staying true to our mission of modernizing content production and leading the digital transformation within the industry. Our cloud-based solutions and industry expertise help streamline the entire production lifecycle and have revolutionized how content is made. We now have a global workforce across a host of storied brands, spanning all areas of produced and live entertainment, from film, television, streaming, to advertising, live events, and short-form.