Customer Service Manager

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Ref#: 28597
CBS Business Unit: CBS Interactive
Job Type: Full-Time Staff
Job Location: Brentwood, TN, US

About Us:

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 to get an inside look into #LifeAtCBSi through employee testimonials, office photos and company updates.

Description:
Brand Overview:
SportsLine, Scout, and 247 are the main subscription products within CBS Sports. Customers can sign up for a variety of monthly, quarterly, and annual plans.

Role Details:
We are looking for a high energy, creative-thinking person who likes online technology and people to ensure subscribers of 247Sports, Scout and SportsLine get the most value possible from our sites, events and other products. This position requires overseeing multiple customer service representatives and ensuring a high level of service is given.

Your Day-to-Day:
  • Develop and maintain an excellent understanding of all 247Sports, Scout and SportsLine offers, billing platforms and front-end interfaces.
  • Create strategies to save current subscribers, upgrade current subscribers, and extend current subscribers (Subscriber Retention)
  • Oversee, train, and develop a staff of multiple customer service agents and anticipate staffing needs. (Subscriber Retention)
  • Fill in for customer service representatives as needed (Subscriber Retention)
  • Develop methods to reach out to past subscribers proactively (Subscriber Acquisition)
  • Accurately track and log subscriber activity and information.  (Subscriber Retention)

Key Projects:
  • Proactively identify trends and issues and communicate them to managers and peers (Subscriber Support and Subscriber Retention).
  • Use data from cancellations to help marketing team decide future promotions (Subscriber Retention)
  • Use collected knowledge to provide input and contribute to internal discussions on site enhancements for subscribers (Subscriber Retention)
Qualifications:
What you bring to the team:
  • 4-year college degree or equivalent combination of education and experience
  • 2 years' experience managing a customer service department
  • 5 years' experience in the sports subscription business
  • Knowledge of G Suite, Microsoft Office including Word and Excel
  • Strong attention to detail, well organized and quality conscious
  • Focused attitude and the ability to work independently with excellent organizational and time management skills

You may also have--
  • 3 years' experience managing a customer service department
  • 10 years' experience in the sports subscription business
  • Willingness to relocate to Nashville, TN

All candidates must successfully complete a background check prior to starting employment at CBS Interactive. CBS Interactive is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or status as a veteran. CBS Interactive complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
EEO Statement:
All candidates must successfully complete a background check prior to starting employment at CBS Interactive. CBS Interactive is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or status as a veteran. CBS Interactive complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
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