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Communications Process Coordinator
Spectrum
Irving, TX, United States
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Charter Communications currently seeks a Communication Process Coordinator for our Customer Service department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Hours: Monday - Friday; 8:30AM to 5:30 PM
Position Summary:
Support customer satisfaction through effective internal communication. Promote a “two-way communication” process between Care and all functional groups to support business functions/initiatives and improve the delivery of service to our customers.
Essential Job Functions:
• Identify internal breakdowns, requirements, communication gaps
• Identify communication breakdown related to process change
• Maintain regional Care Communications mailbox on a daily basis
• Analyze customer feedback data and implement solutions to improve delivery of quality service
• Serve as a communication strategy partner and resource for Customer Service
• Actively participate in any communication strategies being developed by Charter Communications
• Work collaboratively to assist with the development of materials and/or job aids necessary to provide efficient and effective communication.
• Creates and distributes talking points for employees about cable issues/products/services in order to be up to date on “hot topics” that may impact the business or the region.
• Coordinates internal communications projects as needed as directed.
• Effectively communicates with all levels of the department and company
• Support change management within the site he/she is assigned
• Ensure that the agents have the most current information
• Aid Learning Delivery Manager with other projects as needed
• Perform other related duties and tasks as assigned or as become evident
• Minimal travel required
• Must be flexible with hours as necessary to perform responsibilities and tasks as assigned or as become evident
Job Requirements:
• Minimum of 2 years’ experience in Communications or related field, with a preference for experience in a fast paced, strong customer service focus environment.
• Bachelor’s degree in Communications, Public Relations, English or other applicable discipline or equivalent combination of education and experience is preferred.
• Must possess a strong working knowledge of personal computers for word-processing purposes, including Word, Excel, Powerpoint, Desktop publishing and Internet, Vizio, HTML.
*Must have experience with conducting a conference call and webinar
• Experience with HTML, Dreamweaver, In Design, Contribute and Photoshop preferred
• Must possess strong verbal and written communication skills including the ability to interact with and establish rapport with all levels of management, staff, and the public.
• Must demonstrate strong grammar skills and the ability to create and edit various documents including press releases and company newsletters.
• Time management and organizational skills a must be attentive to detail, must be analytical in thought and able to problem solve. Fluent in Word, Excel and PowerPoint.
Education & Experience:
• English or Communications major a plus cable industry or high profile tele-communications, experience a plus.