The Communication Specialist II Uses independent judgment and discretion to provide regional customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques. Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on Cox.com is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers.
The position typically works in call center environment, may occasionally work remotely if business conditions allow. Fast-paced, constantly changing, budget-driven organization. Must be able to work varying schedule with minimal supervision to accommodate the needs of the business. Collaboratively develops content and solicit feedback from users on usability. Must be proactive, open and receptive to feedback regarding content.
Primary Responsibilities and Essential Functions
The role involves authoring, updating, and disseminating information, and also self-development. Specific tasks required of the role include:
•Creates, using standard and complex authoring tools and independent judgment and discretion, region-specific and enterprise content and announcements for customer contact staff.
•Creates, maintains and archives information for external customers on Cox.com within defined approval processes.
•Obtains, continuously audits, updates and distributes information to enable front line colleagues to effectively support and serve customers. Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace.
•Collaborates with regional and enterprise teams as appropriate to author internal Care Center communications (non Kana IQ focused) including newsletters, bulletin boards and mini-launch communications.
•Authors product launch communications in support of Enterprise product launches.
•Authors and manages content using more complex authoring tools (e.g., Guided Help, SharePoint, and Forms).
•Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information.
•Creates and manages Critical Alerts using defined processes and independent judgment and discretion. In the event of internal and external customer impacting issues, ensures all critical information is created and presented to all customer contact personnel.
•Determines best methods of communications including newsletters, bulletins, email, reader boards, flyers, or other creative means of communications.
•Ensures the effective alignment of content across regional and enterprise communications channels.
•Creates and maintains content on a variety of platforms (e.g., Kana IQ, Knowledge Boost, Cox.com, other regional tools, etc.) throughout the entire lifecycle, reduces duplicate information and proposes improvement recommendations to leadership for enhancement to content.
•Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications. Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.
•Attends meetings and training sessions to collect and disseminate critical information concerning products, services, rates, tariff, and processes to customer contact staff from a variety of functions in the region.
•Provide Subject Matter Expertise
•May serve as Pod Lead backup for assigned content product team in the absence of the Pod Lead.
•Acts as the internal regional expert by answering and referring questions and feedback regarding accuracy of content and resolving issues to ensure accuracy.
•Serves as liaison and regional Kana IQ advocate to promote two-way communications between the front line and the Support Communications Team and Center Enterprise Authors.
•Functions as the primary contact and regional subject matter expert for communications and knowledge management tools (e.g., Kana IQ, Knowledge Boost, other regional tools, etc.).
•Functions as the primary contact and regional subject matter expert performing higher level content management and participating in the coordination and prioritization of content development for communications and knowledge management tools (e.g., Kana IQ, Knowledge Boost, other regional tools, etc.).
•Develops and/or delivers presentations to a variety audiences regarding: customer support, new products, communications and knowledge management tools, etc.
•Attends regular calibration sessions to develop writing technique and style.
•Attends job-related training and informally remains current on technical information regarding Cox’s telephony, data, and video products and offerings, compliance, business and industry information, business writing, communication technology and tools, etc. through reading and completion of required/recommended training programs.
•HS diploma or GED equivalence
•2 or more year of experience preferred in related field
•2 years successful experience in a job that includes content authoring
•1 year experience using Windows-based PCs, Microsoft Office Suite in a work environment
•Demonstrated writing proficiency in APand/or Chicago writing style
•Excellent skills in communicating effectively, demonstrating enterprise-wide thinking, developing self and others, functional competence, leads change, models accountability, PC Skills, translates and executes strategy, and written communication, to work effectively with teams throughout organization.
•AS/AA or Technical Certification or BA/BS degree in related discipline strongly desired
•Experience developing and delivering presentations
•3+ years successful experience in a content authoring role
•Communications industry experience supporting residential and/or business customers
About Cox Communications
Cox Communicationsis committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by GovernorJames M. Cox.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.