Customer Service Content Manager

2 weeks ago

Ridgefield Park, United States Staffmark Full time

Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Ridgefield Park, NJ.

Customer Service Content Manager

Top Skill Sets Required:

  1. Customer Service Script Templates
  2. Develop Content Strategy

Position Description

Responsibilities
  • Develop content strategy aligned with short-term and long-term customer service operational goals of reducing contacts, improving self-service and automation, and providing a best-in-class customer experience.
  • Establish voice and tone guidelines for all customer service communications and assure compliance by contributors.
  • Develop content around product and promotional launches to address key customer questions and provide solid talking points to agents that are easy to use and understand.
  • Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service.
  • Develop an editorial calendar and leverage data around content usage to guide focus.
  • Partner with the training team to keep training current with updated content.
  • Identify low-performing customer service areas using data analytics (Tableau, CRM system, Customer Satisfaction), to identify new content needs or enhance existing ones.
  • Ensure compliance with the law (e.g. copyright and data protection)
Requirements
  • Experience: 5 years experience with Content Management
  • Education: BA or BS degree in Journalism, English, Marketing, Communications or other relevant fields
  • Proven work experience as a Content manager with experience managing indirect reports and contract resources.
  • Experience with content management systems and ticketing systems such as Jira, Zendesk, and Sprinklr.
  • An understanding of content usage tracking systems and an ability to analyze that usage to optimize performance and impact.
  • Ability to work independently and manage vendor-training groups to deploy training effectively.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques.
  • Extensive experience with MS Office.
  • Knowledge of SEO and web traffic metrics.
  • Excellent writing and editorial skills.
  • Attention to detail and ability to quickly shift focus to keep up with shifting priorities or emerging issues.
  • Good organizational and time-management skills.

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more

The base pay range above represents the low and high end of the base compensation range we reasonably expect to pay for this position. Actual base compensation will vary and may be above or below the range based on various factors including, but not limited to, geographic location, actual experience, and job performance. This job posting is not a promise of any specific pay for any specific employee.

The range listed is just one component of the total compensation package for our employees. Based on the details of your position, we provide a variety of benefits to our employees, including medical, dental, and vision plans, pre-tax savings plans, pre-tax parking and commuter plans, supplemental health and welfare plans, a retirement savings plan, an employee assistance program, pet insurance, and paid holidays. Other rewards may include short-term incentives and paid time off.

After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.

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