Local 174 Studio Service Center Representative

Job Description

Local 174 Studio Service Center Representative

The Studio Service Center (SSC) is the first and primary point of contact for Global S3 (Security, Safety, & Sustainability) and Facilities-related tasks across Sony Pictures Entertainment. The SSC is an administrative support team that works collaboratively to ensure that Sony Pictures' studio and offices are safe and productive work environments for its employees. This team represents Sony Pictures as we welcome all SPE and production employees. The team is committed to enhance the overall employee experience both on the Culver City lot and in SPE offices globally. We provide essential services that include answering phone lines and emails that request assistance and assisting walk-up customers with badge, parking and other requests. The SSC uses a variety of computer application to log and fulfill business critical requests and to manage work flow. In order to address the needs of the Studio population, the Studio Service Center maintains great customer relationships and communicates with clients to fulfill requests in a timely manner while being professional and courteous at all times.

Responsibilities:
• Process request for Security and Parking related items including, but not limited to visitor passes, badges, access, parking & bike decals, specialty lot passes such as Camera, animal and equipment operation, using the following platforms: ServiceNow, OnGuard, email, walk-ins, and phone calls. Ensure compliance with the Security and Parking rules and regulations.
• Provide support by fielding emails and phone calls for Sony Trades and services-Engineering, Electrical, Plumbing, Lockshop, Relocations, B&G, Staff Shop, Construction, managing Morita Conference Center, Indoor plants and Pantry Services. Create Work Orders in Archibus when necessary and ensuring completion. Prioritize and dispatch work orders, ensuring that urgent requests receive immediate attention.

Provide directory assistance for callers to the Sony Music and Sony Pictures Main Lines.
• Answer the telephone, monitor the inboxes for UK Facilities and Covid lines, dispatching work and providing information as needed.
• Provide support to Facilities Trades, Trades Management and Security Supervisor staff by researching any issues or questions they may have, GSOC by fielding unlocks from requesters, Productions by providing information as needed and/or directing them to the right contact, Security Investigation team by processing and escalating watch list matches.
• Provide support to the Studio Service Center office at Keaton by assist with scheduling the space and other tasks.
• Investigate any local or global access issues by running reports and troubleshooting. If unable to fix, escalate any service request to Security Technology Team.
• Assist Administration Team with tasks (ie: Entering Purchase Requisition Information in Archibus, entering PO's in Ariba) and any additional tasks as time permits.
• Maintain: Conference Room bookings, update pictures and information in mySPE. Regularly update personnel locations in Archibus (IDM Self-Service), which is the authoritative source for location information for all SPE users.
• Special projects as assigned: Currently team is handling confidential COVID-19 related health holds, testing, phone calls and research.

Requirements:
• 1-3 years of related experience
• High school diploma or equivalent
• Experience with Archibus, ServiceNow, Traction Guest, Nice inContact, Track Tik, IDM preferred but not required.
• Knowledge of polices and procedures, customer service protocols, phone and email etiquette
• Skill in Excel, Word, Outlook, Teams, SharePoint, telephone switchboard, attention to detail, excellent time management and organizational skills
• Ability to analyze and prioritize issues, identify causes and implement results-oriented solutions; work both independently and collaboratively; stay calm and focused in high pressure situations and de-escalate when necessary, write clear and concise emails/correspondence

Competencies:
• Able to see the big picture, connects the dots
• Asks the right questions to analyze situations, carefully defines the problem, does not rush to conclusions
• Flexible and open to change
• Is curious and takes on the challenge of unfamiliar tasks
• Articulates views in a concise and clear manner

* Sony Pictures - CA - Culver City Area & Studios

Jobcode: Reference SBJ-rzkv61-18-118-150-80-42 in your application.