Content Administrator

Location
Atlanta, Georgia
Salary
competitive
Posted
Aug 30, 2019
Specialty
Account Management
Metro Area
Atlanta
Duration
Full Time
Role Summary



Provides national support for enterprise-wide customer contact personnel and external customers with up-to-date information on all products, services, processes, tariffs, rates, features and troubleshooting techniques.  Authors, collects and disseminates information using various communications and knowledge management tools to ensure customer information on Cox.com and KIQ agent knowledge base is accurate and up-to-date and that customer contact personnel are able to articulate the correct information, processes and procedures to external customers. 




Primary Responsibilities and Essential Functions



Author, Update and Disseminate Information


• Creates region-specific and enterprise support content and announcements for customer contact representatives (primarily through KIQ) and customers (primarily through Cox.com), using approved authoring tools, standards and processes. 


• Manages content throughout its lifecycle including gathering, creating, auditing/reviewing, updating and retiring information needed for frontline representatives to effectively support and serve customers.  Information includes but is not limited to products, features, services, troubleshooting techniques, tariffs, rates, sales campaigns and promotions and competitive issues in the marketplace. 


• Creates and manages Critical Alerts using defined processes.  In the event of internal and external customer impacting issues, ensures all critical information is created and presented to all customer contact personnel.


• Collaborates with peers, boundary partners and functional experts to create, update and disseminate standardized job aids, methods and procedures, standards and other information in support of product launches and other programs and initiatives affecting customers and frontline support.


• Collaborates with peers and other teams to ensure appropriate alignment of content across communications channels and functions.


• Proactively monitors agent feedback tools and solicits feedback from customer contact personnel to enhance the usability and accuracy of information and communications.  Researches alternatives and proposes improvement recommendations to leadership for enhancements to communications and knowledge center tools.


• Reviews current support communications processes and recommends suggestions on process improvements. Leads teams to develop, design and drive proof of concept on recommended solutions.


• Conducts analytics on assigned product type to measure content effectiveness for Pod(s).  This includes using OIBEE, KIQ Reporting, EClerx analysis, disposition data and any other tool that provides analysis of KB content.


• Engages in quality processes.  Performs monthly audits, copy edit reviews and conducts Pod content review.


• Perform as BCP oncall in the event of outages or after hour support is needed to relay critical information to the agent & customer community.


o Provide Subject Matter Expertise


• Serves as a Pod Lead or Process lead for assigned content product team or process area. Coordinating work efforts among pod or process team members.


• Works closely with Customer Care Center of Excellence (COE) Communications Specialists and Outsource Partner teams to advocate and educate on Kana IQ and promote two-way communications between the front line and the Support Communications Team.


• Functions as an enterprise contact for designated regional and functional teams outside of Care – including Public Affairs, Marketing, Product and Technology/Engineering teams – to coordinate, prioritize and support timely communications to all affected frontline Care teams and content development for knowledge management tools (e.g., Kana IQ, Knowledge Boost, other regional tools, etc.). 


Qualifications:



Minimum



• 5 or more years of experience required in a related field (content authoring , web design, etc)


• Requires strong knowledge of Microsoft Word, Excel, PowerPoint, Sharepoint and HTML


• Excellent  content organization and writing proficiency


• Excellent interpersonal, peer leadership, presentation, collaboration skills and ability to work effectively with teams throughout the organization




Preferred 



• BS/BA degree in related discipline strongly desired, such as English, Marketing, or Journalism


• Experience in telecommunications industry supporting residential and/or business customers


• 3+ years successful experience in a content authoring role


About Cox Communications

Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.  Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.  Cox is not responsible for any fees or charges associated with unsolicited resumes.

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