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Customer Engagement Content Specialist
Ref No.: 18-00409
Location: Atlanta, Georgia
Start Date: 01/17/2018
 
  • Description:The Customer Engagement Content Specialist will be responsible for creating, managing and owning customer-facing product and feature educational content for Cox Homelife in order to increase customer engagement.
     
    The Content Specialist will be responsible for development, implementation, and continued assessment of internal and external content development and communications including:
    < >Customer onboarding collateralOnline educational contentEducational videosInternal and external instructional contentAd hoc customer communications (email, in-app/push notifications)·       The ideal candidate should possess excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate effectively throughout all levels of the organization.
     
    The Homelife Customer Education Content Manager will report to Sr. Manager, Cox Homelife Customer Experience.
     
    Responsibilities
     
    < >Own content strategy for educating and engaging customers following installationBecome a subject matter expert in understanding how the product works, and be able to communicate in customer-friendly termsEnsure brand consistency across all customer-facing content / Ensure all content is consistent in terms of style, quality, tone of voice, and optimized for search and usabilityCreate engaging education content for printed collateral, web, email, and other tacticsWork with cross-functional partners to create/update internal M&Ps as changes to products and features are introducedWork with creative agencies to script and produce educational videosFocus on educating and engaging with customers to increase post-install device purchasesRequirements:BR: $55-70
    Schedule: flex as long as it is standard work hours
    Desired Skills and Experience
    < >5+ years proven work experience as a content manager and/or technical writerPreferred visual design skills and ability to storyboardAbility to translate complex information into relevant, user-friendly contentAbility to take initiative, be proactive without waiting for directionExcellent writing skills in EnglishSuperior organizational skills, project management and attention to detailExcellent creative and conceptual thinking abilities