Jun 24, 2019
The Content Writer is responsible for creating the copy used in company’s digital and conversational transactional channels and brands. Communication channels include but are not limited to company websites, IVR, PBX, Handset, SMS messages, e-mails, voice blasts, direct mail, service guides, phone and web tutorials, and other web-based applications for customer care support. Develop content for company projects and initiatives by: Create/edit, audit, and test new and existing content for all customer communication channels for all company’s brands during the implementation of company initiatives and projects. Some of the channels for which the Content Writer will write/edit the content are: company websites, IVRs, PBXs, Handsets, SMS messages, emails, service guides, phone tutorials, and other web-based applications for customer care support. Provide content for videos created for the Customer Care Representatives by the TDD Media Production team. Attend project meetings to remain up-to-date with the project’s changes, timeline and release dates. Participate in the User Acceptance Testing (UAT) for project releases impacting all channels and ensure that all defects are addressed in a timely manner. Maintain and continuously improve customer-facing content. Recommend improvements to content found in any of the customer communication channels. Audit all content and system flows to ensure they are glossary compliant, consistent, user friendly and accurate. Report any system defects or issues within each system. Review Customer Support and Research Reporting department’s feedback & data to ensure proper use of updated flows and content in all channels. Make recommendations to improve the overall customer experience as impacted when/where necessary. Submit business change request proposals including necessary documentation (screenshots & mock-ups) for content changes/improvements needed. Review and/or edit marketing communications (banners, SMS, direct mail, voice-blasts, e-mails, etc.) before distributed to customers in order to ensure that it is operationally and grammatically correct, clear/concise and customer friendly.
Team Concepts Corp. Miami Metropolitan Area, FL, USA