Communications Specialist, Customer Care

The Customer Care Communications Specialist will write, manage, and organize all documentation and communication required by Customer Care. This role is responsible for developing and maintaining electronic documentation of Customer Care updates with communications, daily rallies, Operational Bulletins, Weekly Newsletters, training materials, and other documentation as assigned.

• Oversee and manage all Customer Care communications across various channels, ensuring quality and consistency.
• Develop and maintain high-quality documentation and resources for the Customer Care team.
• Use digital media to capture pictures and videos for the primary release of training materials, work instructions, and visual aids that will provide clear direction to the associates.
• Maintain the Customer Care websites and create an easily accessible, organized document library for the team.
• Collaborate with teams across the organization to share timely information and celebrate Customer Care successes, ensuring all communications are consistent with brand standards.
• Own and manage the Customer Care calendar, including the ongoing business focus, leadership calls, events, planned initiatives, training, etc.
• Understand and adapt to the needs of the Customer Care team, ensuring all communications and resources are relevant, helpful and business focused
• Stay informed about the business by communicating regularly and visiting Stores, Supply Chain, and Corporate locations as needed.
• Ensure the Customer Care and cross-functional teams deliver information on time, clearly, and in a way that's easy for associates to understand and use.
• Focus on realistic, relevant, and actionable solutions for the target audience.
• Act with urgency, efficiency, and effectiveness in a total work approach.
• Coordinate all communication routines for the Customer Care team.
• Perform stakeholder responsibilities as assigned.

• Demonstrate high-level execution skills - scoping, planning, leadership, delivery, follow-up
• Strong communication skills in developing content, training, and presentations for areas of expertise across multiple channels, including digital media and video.
• Passion for the retail and Customer Care Center environment with a demonstrated commitment to side-by-side associate and customer experience.
• Proven high energy, urgency, and positive growth mindset
• Strong initiative and drive for continuous improvement
• Innovative and creative with resources available
• Seeks out new opportunities, thrives on change, able to read the scene and adapt to situations and expectations quickly and independently
• Ability to quickly and effectively assess, flex, and shift direction to meet ongoing business priorities
• Drive to build personal capacity for more and different work through productive processes and work habits
• Actively develops self and advocates for growth and new opportunities
• Ability to manage projects as directed

• Bachelor’s degree in a writing discipline preferred
• 2 years experience in a Call Center
• 2 years experience in a related role
• High level of proficiency in MS Office products and Google Docs