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Digital Service Communications Specialist

Date posted 03/03/2020 Requisition Number: 253228BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
JOB SUMMARY

The Digital Service & Customer Experience organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities. The role is responsible for supporting digital service notifications / communications, testing, analysis and reporting. The ideal candidate will have experience in execution of automated or triggered digital notifications, campaign management, CRM programs, customer experience and/or digital programs; demonstrating a unique blend of operational excellence, technical proficiency, and creativity & strategic thinking.

MAJOR DUTIES AND RESPONSIBILITIES

Execute digital service notifications across various digital channels (email, SMS, & IVR), including the template designs, calls-to-action, and content

Actively and consistently support efforts to simplify and enhance the customer experience

Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading

Track digital service communication requests and drive timely requirements and delivery by internal or external partners

Educates and socializes the Digital Service & CX strategy to internal and external partners

Support the definition of requirements and test plans

Perform other duties as required
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Passion for customer centric solutions to deliver best in class customer experience
  • Experience with Automated or Triggered notifications
  • Knowledge of email communication best practices including design and deliverability
  • High attention to detail to ensure accuracy of customer facing tactics
  • Ability analyze and synthesize data
  • Document, prepare and present processes and procedures
  • Communicate orally and in writing in a clear and straightforward manner
  • Partner with internal and external stakeholders
  • Ability to thrive in a team environment and works well with others, as well as independently to complete task
  • Prioritize and organize effectively
  • Show judgment and initiative and to accomplish job duties
  • Read, write, speak and understand English
  • Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Education
  • Bachelor’s degree in Business Administration or related field or equivalent experience

Related Work Experience
  • Business analysis experience
  • Telecommunications and/or experience with technology/software products
  • Product management experience
WORKING CONDITIONS:
  • Office environment
  • Travel as required
  • Must be willing to work flexible work schedules including evenings, weekends and holidays.

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Customer Operations Apply Later

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  • Customer Operations, Stamford, Connecticut, United StatesRemove