Customer Engagement & Content Writer

POSITION SUMMARY:

The Customer Engagement & Content Marketer will develop documentation and content assets for our chat, IVR, Help Center and portals. They will be responsible for solidifying the company's Lexicon and ensuring all teams are in sync and market facing guides and helps are consistent. The primary objective for the Customer Engagement & Content Marketer is to create effective resources for users of our platforms and products which can be delivered via multiple methods.

PRINCIPAL DUTIES & RESPONSIBILITIES: (Core Competencies)

• Write easy-to-understand user interface text (i.e. chats and IVR), online help and developer guides

• Create tutorials to help end-users use a variety of applications

• Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology.

• Work with subject matter experts to obtain an in-depth understanding of the product and the documentation requirements

• Create and maintain the information architecture and lexicon

• Maintain consistent template formatting, version control and terminology across all documentation

• Advocate for improvements to the customer experience

• Author content according to our style guide and lexicon and identify necessary style guide and lexicon updates and improvements

• Assist executive leadership in defining and maintaining our brand voice in all client and partner communications

• Other duties as assigned by management

  
  

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Excellent ability to present administrative, technical, and operational information clearly and effectively through the use of written word, oral presentation, and diagrams and charts

• Ability to understand and discern the steps of a process or procedure and reduce that to writing

• Superior writing, editing and proofreading skills, with a strong attention to detail

• Comfortable-to-proficient with Google Apps products

• Ability to work independently and/or as part of a team

• Self-starter with exceptional organization and time management skills

• Excellent teamwork skills, including positive interaction with departmental end users and Technology personnel within a service-oriented environment

• Basic understanding of Technology system terminology and protocols

  
  

CREDENTIALS & EXPERIENCE:

• High School diploma, GED, or equivalent required; post-secondary education preferred

• Previous healthcare, benefits administration or insurance industry experience preferred

  
  

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Work in an office environment; sustain posture in a seated position for prolonged periods of

time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with

sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a

keyboard to communicate through written means; lift up to ten pounds of weight.

This is a full time position