Editor, Digital Service Communication and Support

Company: SPECTRUM
Location: Stamford
Posted on: June 22, 2022

Job Description:

JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.

The role is responsible for development and implementation of customer-facing service notifications for 29 million customers. The copy editor will create and track for approval customer communication across all journeys.

This role will help drive the creation of industry-leading and customer-facing service notifications in our brand voice, tone and style. The Editor of Digital Service Communication will work directly with multi-functional teams to develop new communications as well as review and enhance current digital service communications in the form of emails, SMS text messages and auto calls with live answer and voicemail components. This Editor will also meet with product owners, customer support, user experience, marketing and legal to ensure communications are up-to-date, consistent and adhere to the brand voice.

This role requires deep experience creating service-oriented communications at a large technology, telecommunications or similar company. Must also demonstrate a strong understanding of best practices in customer experience and communication, and exhibit excellent communication skills.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Lead the creation and delivery of engaging customer communications that both capture the customer's interest and allow them to self-serve with little effort.

Develop email, SMS text messages and auto calls with scripting to be delivered internally and by vendors.

Work with Business Analysts to provide optimal customer experience through communications.

Leverage a foundational knowledge of Charter's products and relationships with subject matter experts to review and edit communications, making certain they are accurate and relevant.

Utilize technology and tools for tracking and project tracking and documentation, including Jira and Chalk.

Optimize customer ability to self-serve by providing contextually appropriate links to support content on company websites. Work within the support content team to ensure a seamless experience across tactics and teams.

Continuously iterate and improve content based on customer feedback.

Collaborate with Marketing and Product to ensure a consistent brand tone in all customer communications.

Deeply engage with the Customer Care and Product teams to identify current customer pain points and quickly develop new communications, in particular to support process improvements and encourage digital self-service without driving calls.

Support service alerts with the timely delivery of critical information and tips for affected customers.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Proficiency with writing for digital delivery
Exceptional written and verbal communications skills
Ability to author and edit effective customer communications
Understand best practices for customer communication
Strong analytical approach to presenting recommendations and making decisions
Independent thinker
Customer focused
Technically savvy
Project management skills
Ability to manage multiple projects while coordinating efforts across a variety of functional areas

Education
BA/BS required or equivalent experience

Related Work Experience
3+ experience developing communications
2+ experience working for company(ies) with technology or software products

WORKING CONDITIONS
Office environment
Some travel required RCU340 307979 307979BR

Keywords: SPECTRUM, Stamford , Editor, Digital Service Communication and Support, Advertising , Stamford, Connecticut