2025 Customer Support Representative - California Film Institute : Job Details

California Film Institute

2025 Mill Valley Film Festival

Customer Support Representative

Location: Mill Valley & San Rafael, CA (15 minutes north of the Golden Gate Bridge)

Status: Seasonal-Remote

Dates: September 2 - October 13, 2025

Compensation: $21/hour

About CAFILM:

CAFILM supports its mission to celebrate film as art and education by presenting the annual Mill Valley Film Festival and DocLands Documentary Film Festival, exhibiting film year-round at the non-profit Christopher B. Smith Rafael Film Center in San Rafael, CA and Sequoia Cinema in Mill Valley, CA, and building the next generation of filmmakers and film lovers through CAFILM Education. Founded in 1978, the Mill Valley Film Festival is a world-renowned 11-day event held every October, screening over 200 innovative US and international films for over 60,000 attendees. MVFF has a stellar reputation as a filmmakers' festival with a high-profile, prestigious, non-competitive environment celebrating the best in independent and world cinema in gorgeous Northern California.

About the Job: The California Film Institute is seeking enthusiastic, detail-oriented customer service professionals to join the remote Box Office team for the 48th Mill Valley Film Festival (October 2-12, 2025). As part of our virtual support team, you will assist patrons with ticket purchases, membership inquiries, and general festival questions through our HelpScout platform-via text/chat and phone. Training (between 9/2/25-9/9/25) will be provided on festival policies and procedures, as well as our ticketing platform, Agile Ticketing Solutions.

Key Responsibilities:

• Respond promptly and professionally to patron inquiries via text, email, and phone
• Assist customers with ticket purchases, membership information, and merchandise sales
• Support passholder check-in and resolve login or access issues as needed
• Process internal ticket requests and ensure accuracy in order fulfillment
• Collaborate with on-site teams to resolve ticketing issues in real-time
• Maintain clear, concise records of customer interactions
• Assist and coordinate with the rest of the Operations team to deliver a seamless customer journey both online and in person

Preferred Experience & Qualifications:

• Prior customer service or call center experience (remote or in-person)
• Excellent written and verbal communication skills
• Strong attention to detail and organizational skills
• Comfortability with navigating online platforms and learning new systems
• Experience with POS and/or ticketing systems; Agile Ticketing knowledge a strong plus
• Ability to work calmly and efficiently under pressure
• Commitment to scheduled shifts and adherence to CA rest and break policies

Additional Info: This is a remote position. You must have a reliable computer, phone access, and a stable internet connection. Festival shifts include daytime, evening, and weekend availability.

Our Diversity, Equity, and Inclusion Commitment:

We strive for a culture where people feel like they are valued, can bring their whole selves to work free of oppression, injustice, harassment or discrimination, and that they experience belongingness through a common purpose. We are taking steps to ensure that the California Film Institute is a safe and equitable space for staff members, filmmakers and audiences alike by incorporating inclusivity, diversity and accessibility measures into our business plan and tangible KPIs to hold ourselves accountable to serve and engage diverse audiences through our work. We are also working to examine racial justice internally in order to drive self-discovery and best inform how we can change practices and utilize our voice and position within the community.

CAFILM is an equal opportunity employer to all. We celebrate diversity and are committed to creating an inclusive environment. Our policies prohibit discrimination and harassment of any kind based on age, race, color, gender, gender expression, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, military or veteran status, or any other protected characteristic as outlined by federal, state, or local laws.