Editor, Digital Service Communication and Support
Posted on: September 23, 2022
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
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
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.
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
Project management skills
Ability to manage multiple projects while coordinating efforts
across a variety of functional areas
BA/BS required or equivalent experience
Related Work Experience
3+ experience developing communications
2+ experience working for company(ies) with technology or software
Some travel required RCU340 307979 307979BR
Keywords: Spectrum, Stamford , Editor, Digital Service Communication and Support, Other , Stamford, Connecticut
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