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ViacomCBS Customer Service Representative in Brentwood, Tennessee

REF#: 36358

CBS BUSINESS UNIT: CBS Interactive

JOB TYPE: Full-Time Staff

JOB SCHEDULE:

JOB LOCATION: Brentwood, TN

ABOUT US:

CBS Interactive, a division of ViacomCBS, is the world’s largest publisher of premium digital content and a perennial top 10 Internet company. CBS Interactive’s brands span popular categories like technology, entertainment, sports, news and gaming.

Properties include the websites, apps and streaming services of the CBS Television Network such as the CBS All Access subscription service, CBS News Digital platforms including the 24/7 digital news network CBSN, and CBS Sports Digital brands including the 24-hour streaming sports news network CBS Sports HQ, as well as digital-first properties in key content verticals, including CNET, ZDNet, TVGuide.com, GameSpot, Last.fm, Metacritic and Chowhound.

Follow CBS Interactive on Twitter and Facebook.

DESCRIPTION:

Brand Overview:

247Sports is a digital enterprise focused on delivering original college sports and recruiting news on a team-by-team basis to passionate sports fans across the world through a spectrum of platforms.

Role Overview:

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 interaction with subscribers as they call for support and cancellations regarding their subscriptions. You will explain new network features and upcoming promotions and work with teams throughout the company to research subscriber questions and influence our product and marketing plans based on your subscriber insights. Additionally, the position allows you to be involved in and learn different aspects of the business. Representatives will share time with other business units (Video, Ad Operations, etc.) and assist those teams in their daily tasks.

Your Day-to-Day:

  • Assist subscribers by answering phones and helping them with subscription modifications and support issues (Subscriber Support)

  • Maintain policies and procedures while assisting subscribers with subscription modifications (Subscriber Support) and retain subscribers by identifying their needs and responding accordingly to extend their subscription service. (Subscriber Retention)

  • 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)

  • Other duties as assigned

Key Projects:

  • Develop creative, new ways to save members and work with management to develop a save program

  • Work with Customer Service Manager to create and refine reporting tools

  • Proactively make outbound calls to expired and prospective new members encouraging them to sign up (Subscriber Acquisition)

  • Help create scripts and customer service tools for multiple brands

QUALIFICATIONS:

What you bring to the team:

You have -

  • Bachelors Degree or Minimum 2+ years working experience

  • 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

You might also have -

  • Customer Service or Zendesk experience

  • Knowledge, fluency in many sports

EEO STATEMENT:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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