CBS Corporation Customer Care Manager, CBS Sports Digital Brands in Fort Lauderdale, Florida
Customer Care Manager, CBS Sports Digital Brands
CBS BUSINESS UNIT: CBS Interactive
JOB TYPE: Full-Time Staff
JOB LOCATION: Fort Lauderdale, FL
CBS Interactive is the premier online content network for information and online operations of CBS Corporation as well as some of the top native digital brands in the entertainment industry. Our brands dive deep into the things people care about across entertainment, technology, news, games, business and sports. With over 1 billion users visiting our properties every quarter, we are a global top 10 web property and one of the largest premium content networks online.
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Our Marketing, Distribution & Operations team within the CBS Digital Media group is charged with distribution and monetization of premium CBS content across the spectrum of digital partnerships and business models. CBSSports.com provides premium online and mobile content to the connected sports fan, including live and on-demand video, in-depth analysis, breaking news, and scores and statistics across high school, college, and pro sports. CBSSports.com is part of CBS Interactive's portfolio of multiplatform brands, which includes premier Fantasy offerings, high school sports leader MaxPreps, 247Sports, Scout and CBS Interactive Advanced Media producing more than 130 official collegiate athletic sites.
We are a diverse and agile group that works in an exciting and fast-paced environment, working cross-functionally across different departments and partnering with multiple technology/distribution partners to ensure that we deliver CBS content to consumers, however and wherever they want to consume it.
We are looking for an experienced Customer Service Manager to support the CBS Sports Digital Brands and oversee the external Customer Service / Call Center team. This person will help manage the vendor relationship and act as an on-site liaison for the team. This role will be based in Fort Lauderdale, FL.
Perform as an active thought-leader and internal expert on digital subscriptions and the Fantasy Sports competitive environment.
Will have indirect operational accountability for KPIs and Balanced Scorecard in a Shared Services environment.
Conduct ongoing training sessions and analyze data to instruct staff on how to improve the overall customer experience by adequately addressing problems over the phone and/or how to effectively communicate via email.
Play an active role in the communication workflow for escalations from the call center and emergency response situations, coordinate with cross-functional stakeholders, including Social Media, Publicity, Marketing, Product and Operations teams.
Partner with management on customer service initiatives, make recommendations to improve processes, performance, customer resolution to problems by participating in infrastructure projects, gather expertise and systematically approach by problem solving or best practice implementation. (data/integration, front end care tools, reporting).
Understand the details of product upgrades, feature enhancements and launches in order to effectively communicate to the customer service team.
Organize and partner on the delivery of weekly/monthly/quarterly formal business reviews with key stakeholders and the external customer service team.
Conduct regular call listening, email moderation, and auditing, as required.
Partner with Product and Marketing to proactively communicate with the customer service team and customers before issues occur, anticipate possible impacts to reduce volume; a forward thinking approach.
Build and maintain a robust Fantasy program that enhances the value of CBS Sports’ premium Fantasy platform and drive brand loyalty.
Partner with internal CBSi Teams to develop/deliver, maintain training materials, and scripts for existing and upcoming products. Develop teaching aids and reference materials including training manuals, visual aids, scripts etc.
What you bring to the team:
You have -
Bachelor’s degree preferred but not required
3-5 years of Call Center Operations experience, managing customer service programs for a premium brand or digital subscriptions.
Must be an avid Fantasy Sports player who understands and has experience with dynasty, season-long, and daily Fantasy and pick’em style games (e.g. brackets, office pools, etc.) on desktop and mobile.
Work well under pressure, professional demeanor, strong communication, interpersonal and cross functional team skills with proven ability to work in a fast-paced, self-directed environment.
Have flexible hours as demanded by seasonal volume, events and/or campaigns.
A positive attitude and are a self-motivated team player who brings fresh ideas and innovations when it comes to user adoption and churn mitigation.
Experience with hands on management in a high volume, full service (call, email, social, chat) customer service operations supporting issues related to subscription business models and digital products (account management, billing, retention, service related issues).
You might also have -
- Expertise with Salesforce Experience with a digital subscription sports product, particularly Fantasy Sports is strongly preferred (inbound acquisition, retention, prospect/sales and technical knowledge)
Equal Opportunity Employer Minorities/Women/Veterans/Disabled