Communications Specialist I

Job Description

We have a position for a Communications Specialist I with one of our clients in Phoenix, AZ for an initial contract duration of 5 months. No third party candidates considered for this position.

Extension of position may be possible.  Remote work to start and transition to office in Q3 or Q4

Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on KEY agent knowledgebase is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers. 

Primary Responsibilities and Essential Functions:

• Author, Update and Disseminate Information
• Create enterprise support content and announcements for customer contact representatives (primarily through KEY) and BPO partners, using approved authoring tools, standards and processes.
• Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives 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 peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.
• Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.
• 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.