Full Time Job

Customer Care Social Media Manager

CBS Interactive

Burbank, CA 11-13-2020
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description


Your Day-to-Day:
• Maintain CBS All Access Help social accounts and work with Marketing and Customer Care team to craft approved responses
• Audit engageable volume received on Facebook, Twitter and other CBS social media channels for customer feedback and concerns to ensure they are being addressed by the Social Care team in a timely manner
• Develop expert knowledge of the CBS All Access service to address user inquiries that include, but are not limited to: subscriptions, account management, billing issues, content library, benefits/features of the service and basic application navigation
• Stay current on social media trends and provide recommendations and approaches to improve customer care management
• Perform weekly Quality checks on cases handled by Social Care Customer Care Associates, to ensure they are meeting quality standards
• Onboard and train new Social Customer Care Associates on our CRM
• Manage the ''Escalated to Supervisor'' queue and respond provide timely guidance to Social Customer Care Associates
• Review Social Customer Care Associate productivity weekly, address any anomalies and provide coaching
• Analyze internal process performance and customer feedback and propose and implement improvements in order to increase productivity and customer experience
• Maintain, continuously train and enhance the CBS Chatbot which lives in the CBS.com help center and additional Chatbots that may be implemented in the future


What you bring to the team:

You have -
• Bachelor's degree or equivalent relevant business experience
• 5+ years of working in a social media community management capacity or customer service capacity
• In-depth knowledge of and enthusiasm for social media
• Demonstrated awareness of social media trends/developments and how those can be implemented to improve community engagement/customer service
• Outstanding written and verbal communication skills with proven ability to write clear, concise, and accurate messages
• Experience working in CRM systems and/or social media platforms
• Ability to maintain a professional and calm demeanor while juggling multiple, high-priority tasks concurrently
• Experience managing a Customer Care team
• Ability to work mornings, evenings, and weekends to cover hours of operation as needed

You might also have -
• Experience working in the entertainment industry or an agency
• An active interest in television, pop culture, and/or digital media
• A love for customer service; it is immensely satisfying to you to be on the front lines continually solving and engaging with our fans and followers.

FUNCTION: Customer Service/Support

Company Profile
CBS Interactive

CBS Interactive is the premier online content network for information and online operations of ViacomCBS as well as some of the top native digital brands in the entertainment industry.