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Customer Service Communications Consultant ID-16277

About the position

The Customer Service Communications Consultant at Verizon plays a pivotal role in enhancing the experience of front-line customer service teams and partner organizations. This position is responsible for designing and delivering effective communication strategies that keep teams informed and engaged, while also acting as a liaison between the front lines and executive leadership. The consultant will leverage their creativity and analytical skills to develop compelling communication campaigns and ensure that messaging is impactful and actionable.

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Responsibilities

  • Design copy and creative for digital-first campaigns across all initiatives that need to be communicated to our front-line teams and partners.
  • Work with our creative agency, contact center partners, and back-office teams to build and oversee our governance approach and communication calendar.
  • Build strong relationships across our partner senior leadership team across all four partners and six sites to set our agents up for success in serving our customers across Value brands.
  • Partner to develop our new customer service communications playbook.
  • Drive a thoughtful, engaging, and measurable content delivery approach to ensure messaging is received and acted upon.
  • Manage our communications scorecard and a method to track impressions, engagement, and action by medium and channel to make effective enhancements to our approach.
  • Create and deliver compelling and well-supported executive communications that communicate trends, successes, and opportunities within our sites.
  • Oversee our communication tools and act as voice of the partner and agent to ensure our communications tools, protocols, and methods are effective.

Requirements

  • Four or more years of relevant experience required, demonstrated through work experience and/or military experience.

Nice-to-haves

  • Experience leading a team
  • Experience in critical leadership skills such as planning, prioritization, communication, and project management.

Benefits

  • 401(k)
  • Adoption assistance
  • Health insurance
  • Paid time off
  • Parental leave
  • Tuition reimbursement
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