Contact Center Representative
The Contact Center Representative will provide excellent member service through responding to telephone calls, emails, web chat and other interaction channels. This position acts as the most common touch point for SAG-AFTRA and is expected to have broad knowledge of the processes, policies and operations of the entire organization. Cashiering, Contracts, Membership, and Residuals Processing are key subject areas.First level contract assessment and support; advocate for members working under a SAG-AFTRA collective bargaining agreement by answering questions for members, producers, studio executives, labor attorneys, casting agents and other industry professionals. (This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)Provides producers, members, and their representatives with information regarding SAG-AFTRA Agreements.Answers inquiries and investigates and routes potential claims to appropriate areas.Problem solving and trouble shooting in the following areas:Cashiering functions including: billing inquiries, accepting payments, payment disputes.Membership functions including: station 12/cast clearance, eligibility status, new member inquiries, and Taft Hartley inquiries.Residuals processing functions including Residuals payment status, lost/missing payments, filing for potential claims.Effectively multi task; handle e-mail, web chat and phone inquiries simultaneously.Various special projects, research and other duties as assigned.
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