Customer Service Representative

Ref#: 31614
CBS Business Unit: CBS Interactive
Job Type: Full-Time Staff
Job Location: Irvine, CA, 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.

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Brand/Division Overview:
Our team is a diverse and agile group that drives the ecommerce marketplace by providing aggregation, management, exchange and syndication of product information. Customer Support is the bridge between the client and the business making sure our customers are served in the best way possible. 
Role Details: 
We are looking for a new team member who thrives in a high-tech, friendly environment and who will provide entry-level customer support to our Retail Customers. In this role you play a key part in ensuring product content is available on the Retailer’s website so that Manufacturers can sell their products out in the marketplace. You will work alongside other account managers and ensure vendors are brought on board and are effectively using the tools available to them and providing their product details through CNET. 
Your Day-to-Day:
  • Execute the duties and responsibilities required to on-board and support manufacturers in creating, uploading, and managing structured and rich content for large retailer customers.  
  • Provide assistance to the production team in matching products to the right manufacturer and drive vendor communication when needed.
  • Provide exceptional customer service as the point of user contact for all inquiries, concerns, and product requests via phone and email
  • Responsible for internal account set up, coordination, and execution for vendor onboarding
  • Identify and escalate customer and product issues appropriately
  • Manage existing account support and maintenance
  • Lead vendor program training and education
  • Build and maintain customer trust in our business
  • Develop customer opportunities
  • Portal use training 
Key Projects: 
  • Train and Enable Vendors to use CNET tools to Have Best in Class Product Content
  • Promote and Sell in CNET Syndication Solution as Preferred Content Provider
  • Partner with CNET Support team to drive this program effectively
  • Streamline onboarding process to create efficiencies where possible 
  • Provide ongoing feedback for program improvements
  • Successfully onboard Retail Vendors
  • Basic channel knowledge
  • Strong customer-interfacing written and verbal communication
  • Self-directed intuitive problem solving which includes proactive issue identification and the ability to engage and remedy 
  • Full computer and business application literacy
  • A good can do attitude to serve your customers 
  • 3-5 years of related experience in customer service, e-commerce, or related field
  • Prior Retail Experience
  • Customer Service Experience
  • Office Administration Skills
EEO Statement:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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