Communications Coordinator
2 months ago
Description Summary: The Customer Operations Communication Coordinator primary focus will be on ensuring communication is effective between internal teams and customers. This role is vital to ensuring that customer responses are handled promptly and effectively, while also working closely with various departments to streamline processes and improve Customer Operations experience. Clear, concise communication and the ability to build strong relationships will be key in ensuring customers feel supported and valued throughout their interactions with M3.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor's requests for additional or altered duties.
- Reviewing all materials and content created by the Operations department to ensure consistency and accuracy in messaging
- Managing Operations communication related to company events and customer-based campaigns such as billing changes, changes in multi-factor authentication updates and other customer notifications
- Develop the Operations communications strategy including the management of all Customer Operations templates
- Enhance the customer communications experience by developing strategies to optimize the customer communications experience throughout operations ensuring clarity and effectiveness
- Assess the effectiveness of communication strategies and campaigns, utilizing metrics and feedback to refine future initiatives
- Identify training needs by analyzing support trends in support cases and identify gaps in training that can be addressed through targeted communication campaigns
- Manage all auto-reply messaging ensuring timely and accurate information delivery
- Collaborate on cross functional campaigns throughout all of M3, representing the Operations team and ensuring alignment with broader company objectives
- Other duties as assigned.
Education/Training/Experience:
- A minimum of 2-3 years of experience in a directly related position, with previous experience in Customer Communications preferred.
- Bachelor's degree in Communications preferred, or an equivalent combination of education and experience.
- Must have excellent written and verbal skills in English.
- Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, MS Excel).
- Specific certifications and training adding to the global experience of this profession are welcomed and desired.
- Previous experience with Customer Communications is preferred.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.
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