Contact Center Comm Specialist

Home Depot Marietta, GA
POSITION PURPOSE

The Customer Experience Communications Specialist provides project planning, support and coordination for launching and maintaining a unit-wide employee communications program. The Customer Experience Communications Specialist has proven experience in technical writing, editing, proofing, and updating of various communication and information sources and tools using structured writing. The Communications Specialist is also responsible for managing the Knowledge Base Portal and coordinating events

The incumbent will develop a strong working knowledge of the contact center business, product lines, and operations.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

25%- Develops, delivers, and maintains comprehensive communications for internal business partners and executes plans effectively through various communication means including emails, newsletters, brochures, and knowledge base articles.

20%- Develops, writes, and edits various communication materials including correspondences, newsletters, brochures, and articles. Publishes internal interviews and stories about company products, culture, business strategy, corporate social responsibility efforts, company initiatives, and unit performance.

15%-Creates and updates content for the Knowledge base to coincide with the communications plan, including document creation, defining meta-data for search, creating content inventories, and effectively managing informational content.

15%- Pro-actively solicits editorial content and recognizes opportunities to communicate to associates. Uses sound judgment to determine content and ensures respective messaging aligns with company brand and THD policies and resonates with associates at all levels.

15%- Plans internal and community events including rewards and recognition programs, incentive contests and community partnership events.

10%- Partners with internal groups including other THD contact centers to understand communication needs. Builds & maintains strong relationships with business partners to provide guidance on communication procedures as a subject matter expert.

NATURE AND SCOPE

This position reports to a Sr Manager.

This position has no direct reports.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 3 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

Practical experience gained in a Call Center environment.

Proven results using a knowledge-base to drive process improvement.

Knowledge of HTML and web editing tools and content management systems and/or Portals.

Proficient with Microsoft Office Suite (Word, Excel, PowerPoint), Visio and SharePoint.

Proficient with Salesforce, preferably Lightning experience.

Knowledge, Skills, Abilities and Competencies:

* PC skills, Excel, Word, Photoshop, Adobe Acrobat Writer, Digital Camera, IBM/Base Tables;

* Ability to multi-task and prioritize, often balancing multiple productions schedules in different stages;

* Hands on experience with content management and knowledge base tools, preferably portal search tools;

* Exceptional writing, editing and proofing experience;

* excellent people, communication skills, and problem solving skills;

* Outstanding customer service skills including demonstrated ability to establish and maintain business relationships with a focus on delivering excellence in customer service with intense commitment to quality and detail;

* Ability to work well independently and able to work effectively in ambiguous situations;

* Ability to display sound judgment, analytical thinking, and promote and encourage positive change.