CBS Corporation Manager, Customer Service in Fort Lauderdale, Florida
Manager, Customer Service
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. These include our direct-to-consumer subscription service CBS All Access, ad-supported streaming across our CBS digital properties and CBS Audience Network partner sites such as YouTube, MSN and Yahoo, transactional digital storefronts such as iTunes and Amazon as well as digital MVPD products and partnerships.
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 growing CBS All Access service with a focus on International market expansion. He/She will support and oversee the external Customer Service / Call Center team and 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.
Act as business lead / representative with the external customer service team. Partner with the customer support team to support organizational goals and lead support strategy for international markets.
Conduct ongoing, training sessions to instruct staff on how to adequately address problems over the phone or how to write correspondence. Support new hire orientation for new employees.
Conduct regular on-site individual call listening, monitoring, and coaching, as required.
Provide feedback on status of training and staff comprehension, overall performance of external team.
Make recommendations to improve processes, performance and provide regular updates and reporting on key KPIs.
Work with manager to develop escalation procedures and provide feedback to management concerning possible problems or areas of improvement.
Execute on new market launches, leverage trends and data research. Work with management on customer service initiatives, including gathering requirements for any customer care tool product enhancements (data/integration, front end care tools, reporting).
Collaborate with Product and Marketing teams to launch, integrate and customize new customer workflows.
Partner with internal CBSi Teams to develop, maintain training materials for existing and upcoming products. Develop teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc.
Customize and personalize customer messaging across international markets
5+ years in a role managing customer service programs for a premium brand in the entertainment field or relevant consumer product with a focus on Global and/or International markets.
3+ years of Global Call Center Operations and/or Care Center Account Management experience.
Experience with hands on management in a high volume, full service support (call, email, chat) customer service operations and experience supporting issues related to an e-commerce business (account management, billing, service related issues).
The ability to 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.
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.
Bachelor’s degree preferred but not required
Expertise with Salesforce
Experience with a digital subscription product in the entertainment space highly preferred (inbound acquisition, retention, prospect/sales and technical knowledge). Knowledge of entertainment, streaming and VOD industry and products/devices a plus.
Equal Opportunity Employer Minorities/Women/Veterans/Disabled