Customer Service Communications Consultant

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.

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