AddressAre you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore – it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Sr. Specialist Comms is responsible for obtaining, developing, compiling, aggregating, and analyzing critical business information and communicating this information to all Care channels. Critical information examples include product and pricing information updates, process launches and changes, promotional information, incentive communications, employee recognition, competition updates, and recent Company news. This includes information for both residential and commercial business that will assist our organization in maintaining a competitive edge.
The Content Creator will develop and implement creative communication materials that convey changes in products or process, new initiatives, incentives, competitive information, and employee recognition. This team member will be responsible for the creation of KM articles and job aids.
Responsibilities
- Develops and implements internal communications to keep frontline employees informed of operational updates.
- Develops job aids and tutorials, including videos, KM articles.
- May work with primary stakeholders to create line of business specific materials supporting KPIs or departmental performance metrics.
- Creates and supports decision trees to increase agent efficiency.
- Build strong relationships with other teams to promote cross-functional initiatives and ensure the effective flow of information across teams.
- Optimize Search Engine Optimization driven content and increase the ease of navigation for frontline users.
- Modify and create best-practice libraries.
- Assist on creating business requirements documents, page mock-up, and process workflow for new KM initiatives.
- Assist in presenting KM proposals to the stakeholders to fully understand the requirements and to integrate feedback.
- Maintain current processes and incorporate documentation updates as required.
- Escalate issues and recommend resolutions.
Qualifications
- Ability to effectively communicate within a varied audience and internal and external customers using different platforms.
- Ability to effectively multitask in a fast-paced environment.
- Creativeness in how to tackle challenging situations.
- Ability to be thorough and meticulous in completing assigned tasks and with the ability to propose ways to prevent or eliminate errors, discrepancies & issues.
- Strong writing and presentation skills.
- Ability to prioritize and organize effectively.
- Ability to communicate with all levels of management and company personnel.
- 3+ years in customer care/cx function.
- Bachelor’s degree in Communications, Web Design, or a related field.
- Excellent verbal and written communication skills.
- Expert proficiency with Microsoft Office, specifically Adobe suite.
- Familiarity with call center metrics.
- Proven experience in problem solving, issue-resolution, ability to work in a deadline-driven environment, attention to detail, and ability to multitask.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $77,112.00 - $126,684.00 / year. The rate/Range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
