CBS Corporation Customer Care Manager in Fort Lauderdale, Florida
Customer Care Manager
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.
Check us out on  The Muse,  Instagram and  YouTube for an inside look into 'Life At CBSi' through employee testimonials, office photos and company updates.
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. 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.
Brands you will work on include ET Live, CBS News and CNET Media, which include 24/7 interactive streaming news network delivering celebrity, pop culture, lifestyle content, breaking news and premium video. CNET, the world’s #1 tech news and reviews site, period. We publish the most comprehensive, timely, and engaging technology news, video reviews, and advice on the planet, and we take pride in independent, creative journalism that helps real people really understand -- and enjoy -- tech.
We are looking for an experienced Customer Service Manager to support ET Live, CBS News and CNET Media Brands. This person will support and oversee the external Customer Service / Call Center team, assist with managing the vendor relationship, act as a liaison and main point of contact between the customer service center and CBSi (marketing, product and engineering) teams. This role will be based in Fort Lauderdale, FL.
Perform as an active thought-leader and internal expert on digital brands.
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.
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.
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 each event and/or campaign.
Experience with hands on management in a high volume, full service (call, social, email, chat) customer service operations supporting issues related to subscription business models and digital products (account management, billing, retention, service related issues).
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.
Impeccable grammar and writing skills.
A passion for technology, entertainment and news.
You might also have -
Expertise with Salesforce
Experience in entertainment programming, managing linear/ OTT channels, streaming and VOD industry, mobile devices, excellent problem solving, and troubleshooting skills.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled