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Content Writer

Greater Miami Area, FL

Posted: 02/11/2019 Employment Type: Temporary to Hire Industry: Office Services Clerical Job Number: 02112019-1 Pay Rate: Based on experience

Job Description

The Content Writer is responsible for creating the copy used in company’s digital and conversational transactional channels and brands.  Communication channels include but are not limited to company websites, IVR, PBX, Handset, SMS messages, e-mails, voice blasts, direct mail, service guides, phone and web tutorials, and other web-based applications for customer care support.

Develop content for company projects and initiatives by:

Create/edit, audit, and test new and existing content for all customer communication channels for all company’s brands during the implementation of company initiatives and projects.  Some of the channels for which the Content Writer will write/edit the content are: company websites, IVRs, PBXs, Handsets, SMS messages, emails, service guides, phone tutorials, and other web-based applications for customer care support. 

Provide content for videos created for the Customer Care Representatives by the TDD Media Production team.

Attend project meetings to remain up-to-date with the project’s changes, timeline and release dates.

Participate in the User Acceptance Testing (UAT) for project releases impacting all channels and ensure that all defects are addressed in a timely manner.

Maintain and continuously improve customer-facing content.

Recommend improvements to content found in any of the customer communication channels.

Audit all content and system flows to ensure they are glossary compliant, consistent, user friendly and accurate.

Report any system defects or issues within each system.

Review Customer Support and Research Reporting department’s feedback & data to ensure proper use of updated flows and content in all channels. Make recommendations to improve the overall customer experience as impacted when/where necessary.

Submit business change request proposals including necessary documentation (screenshots & mock-ups) for content changes/improvements needed.

Review and/or edit marketing communications (banners, SMS, direct mail, voice-blasts, e-mails, etc.) before distributed to customers in order to ensure that it is operationally and grammatically correct, clear/concise and customer friendly.

Job Requirements

  • A.A. College Degree or equivalent combination of education and experience (Technical Communications, Journalism, English, or related field).
  • 1-2 years of experience in Developing content used for communications and comprehensive document development of instructional/informational design.
  • Experience in Technical Writing, Documentation, Call Center environment and/or Advertising is a plus.
  • Strong English communication skills (both written and verbal).
  • Strong level of knowledge of MS Office (Word & Excel)
  • Detailed oriented.
  • Ability to learn company’s brands, products, systems and processes as it relates to content information/instructions.
  • Ability to interpret a variety of technical instructions.
  • Ability to read, analyze and interpret common technical documents and business reports.
  • Ability to effectively present business information in a professional manner.
  • Ability to meet deadlines.
  • A collaborative work style, along with the ability to work with a team and independently on self-guided projects.
  • Ability to respond to common inquiries or requests from upper management.   

Additional Information

 

About TEAM Concepts Corporation

 At TEAM Concepts, we conduct our business with the highest level of integrity and professionalism. When you are looking for your next career opportunity, come to TEAM Concepts for personalized and professional service.  Our experienced recruiters and career experts will help you find a position matched to your unique skills and experience, while providing an exciting opportunity.

TEAM is committed to your long-term success. We will work with you throughout your career to help you maximize your potential.

 

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6600 Cow Pen Road, Suite 110 • Miami Lakes, Florida 33014 • 305.821.6200