Customer Care Social Media Manager

Job Description

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

QUALIFICATIONS:

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

Jobcode: Reference SBJ-r02qx8-3-144-77-71-42 in your application.