** If interested please contact Jonathan.Leighton@CreativeGroup.com ** Develop content for company projects and initiatives ? Create/edit, audit, and test new and existing content for all customer communication channels for all of our client'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 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 for content changes/improvements needed. Marketing communications revision and approval 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
Requirements: ? List the minimum formal education, if any, required to perform this job. ? A.A. College Degree or equivalent combination of education and experience (Technical Communications, Journalism, English, or related field). ? List the minimum experience required to perform this job. ? 1-2 years of experience in Developing content used for communications and comprehensive document development of instructional/informational design. ? Experience in Technical Writing, Documentation, Call Center environment and/or Advertising is a plus. ? List minimum of reasoning ability and special skills including language, technical and mathematical required to perform this job ? Strong English communication skills (both written and verbal). ? Detailed oriented. ? Ability to learn our clients' brands, products, systems and processes as it relates to content information/instructions. ? Ability to interpret a variety of technical instructions. ? Ability to read, analyze and interpret common technical documents and business reports. ? Ability to effectively present business information in a detail oriented manner. ? Ability to prioritize work, keep oneself and work organized, while maintaining productivity in a fast-paced business environment. ? Ability to meet deadlines. ? A collaborative work style, along with the ability to work with a team and also independently on self-guided projects. ? Ability to respond to common inquiries or requests from upper management.
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