Customer Service Communications Consultant

$80,000 - $162,000/Yr

Verizon Communications - Basking Ridge, NJ

Part-time,Full-time - Mid Level

Remote - Basking Ridge, NJ

5,001-10,000 employees

Telecommunications

About the position

The Customer Service Communications Consultant at Verizon plays a pivotal role in enhancing the experience for front-line teams and partner organizations. This position is responsible for delivering effective communication strategies that align with business priorities, ensuring that customer service teams are well-informed and equipped to provide exceptional service. The consultant will design and implement engaging communication campaigns, manage relationships with various stakeholders, and utilize analytical skills to track and improve communication effectiveness.

Responsibilities

• Design copy and creative for digital-first campaigns across all initiatives communicated to front-line teams and partners.
• Collaborate with creative agencies, contact center partners, and back-office teams to build and oversee governance approaches and communication calendars.
• Build strong relationships with partner senior leadership teams across multiple sites to support agents in serving customers effectively.
• Develop a new customer service communications playbook.
• Drive a measurable content delivery approach to ensure messaging is received and acted upon.
• Manage a communications scorecard to track impressions, engagement, and actions by medium and channel for effective enhancements.
• Create and deliver compelling executive communications that highlight trends, successes, and opportunities within sites.
• Oversee communication tools and act as the voice of the partner and agent to ensure effectiveness.

Requirements

• Four or more years of relevant experience in customer service communications or related fields.
• Demonstrated leadership skills, including planning, prioritization, communication, and project management.

Nice-to-haves

• Experience leading a team
• Strong analytical and tactical skills
• Ability to operate on multiple levels and horizons

Benefits

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