What are the responsibilities and job description for the Consumer Care Content Coordinator position at BISSELL Homecare, Inc.?
Overview
The Consumer Care Content Coordinator will develop high-quality support content at scale for users who visit our Help Center or contact us for support. You will also maintain effective product, policy, and procedure documentations, reflecting a consistent brand image and voice for BISSELL Consumer Care. The coordinator is responsible for implementing new content and updating existing support content in a timely manner to that coincides with critical new product launches and assists in achievement of departmental objectives of increasing consumer satisfaction and reducing the cost of service.
Responsibilities
REQUIRED CORE COMPETENCIES:
The Consumer Care Content Coordinator will develop high-quality support content at scale for users who visit our Help Center or contact us for support. You will also maintain effective product, policy, and procedure documentations, reflecting a consistent brand image and voice for BISSELL Consumer Care. The coordinator is responsible for implementing new content and updating existing support content in a timely manner to that coincides with critical new product launches and assists in achievement of departmental objectives of increasing consumer satisfaction and reducing the cost of service.
Responsibilities
- With direction from Manager maintain existing and develop new content for BISSELL Consumer Care Knowledge Base System and provide support for the documents on bissell.com.
- Identify content recommendations that require a higher-level approval before updating. Communicate updates and work with department leads to prioritize for implementation.
- Assist in the development and upkeep of FAQs for newly launched and existing products.
- Utilize tools to include bissell.com, Knowledge Base and satisfaction surveys to identify and fill content gaps.
- Provide reporting on content trends to include number of new and updated content articles.
- Work with internal departments, as needed, to gather detailed information required for content updates (e.g. product information, videos, images).
- Communicating with cross-functional teams to identify important information to develop a proper presentation of consumer facing content, updating content as needed based on internal and external feedback.
- Responsible for handling various consumer service inquiries and problem resolution as needed via various contact channels.
- Advocate for the providing the best experience with support content for both agents and consumers.
- May be required to perform other duties as assigned.
REQUIRED CORE COMPETENCIES:
- Functional/Technical Expertise
- Global Business Acumen
- Self-Management
- Learning Versatility
- Delivers Results
- udgment and Decision Making
- Managerial Courage
- Continuous Improvement
- Degree minimum: Bachelor’s Degree in a related field
- Specific concentration: Business, Management
- Experience level: 1-2 years of product/customer support experience
- Experience creating content (page layouts, text, images)
- Proficiency with one or more content management systems
- Proficiency in all Office software programs.
- SKILLS REQUIRED
- Training in the use of Adobe Creative software suite (Photoshop) or other software editing programs preferred
- Strong written communication skills
- Basic Project Management skills (planning, time estimation, status updates, etc.)
- Strong organization and time management skills
- Understanding of customer service norms and requirements
