Consumer Content and Engagement Specialist

The Consumer Content and Engagement Specialist is a dynamic role that combines creativity with analytical and technical skills to advance consumer-centric solutions and ideas to elevate the level of customer service to consumers. You will join a high performing team of subject matter experts to develop and manage consumer and user experience programs while leveraging contact center technology and “best in class” service operations. Your areas of expertise are content development, design and technology, and you are highly focused on the consumer journey, earning loyalty and satisfaction. You strive for continuous improvement guided by data-backed decision making. You move effortlessly between tactical and strategic work, are an influencer and relationship builder and thrive when self-directed.

Principal Duties and Responsibilities:

• Management and governance of online Knowledgebase application that serves as the primary information source used internally by Contact Center representatives to provide service to consumers contacting the company and externally by consumers seeking online self-serve. 
• Perform as subject matter expert for customer service digital platforms that support consumer interactions in writing (text, chat, email, social, etc.). Develop enhancements that support consumer and user experience and engagement. 
• Identify and implement industry best practices, strategies, and processes to support a best-in-class service experience to consumers contacting through written and social channels. 
• Analyze metrics and feedback to recommend solutions, improvements and efficiencies that align with strategic customer service initiatives. 
• Write and disseminate key messages, talk points, FAQs, process and procedure documents, etc. for Knowledgebase and template libraries with global end-user in mind. 
• Proactively gather and research information from cross-functional teams and synthesize to create consumer-facing content. Coordinate system set up and training for product updates/launches for customer service. 
• Act as Voice of Consumer within organization advocating, influencing and collaborating for consumer-centric solutions and design. 
• Demonstrates desire to learn and stays current on consumer behavior changes and trends, using as inspiration for innovation. 
• Provide guidance and consult to Contact Center Written Response team. Work may include some direct correspondence with consumers.

Working Conditions:

• Standard office environment. 
• Some international travel may be required.

Knowledge, Skills and Ability:

• Bachelor’s Degree in Communications, Journalism, Marketing, Business or relevant degree or will consider a minimum of 5 years of relevant work experience with demonstrated writing capabilities. 
• Exceptional writing, grammar, punctuation, editing and proofreading skills. Writing is a primary responsibility for this position. 
• Knowledgebase and/or CRM management experience. 
• Experience with content creation, user experience design, SEO/key words and HTML. 
• Has knowledge in user-centered service principles, consumer behavior and interactions. 
• A high degree of creativity, empathy, passion, and problem-solving ability. 
• Must be detail oriented. 
• Effective time management skills, appropriate sense of urgency and ability to meet deadlines. 
• Ability to work under pressure, prioritize and multi-task. 
• Outstanding communication and interpersonal skills; ability to interface effectively with all levels within organization and balance multiple stakeholders.

Preferred:

• Experience in consumer/B2C contact center environment. 
• Experience working with Oracle Service Cloud or similar application. 
• Tech savvy with some developer abilities are highly desirable.