As part of the Customer Communications team, the Communications Specialist will help support and drive customer focused solutions and digital care strategies alongside our business partners and team.
Specific responsibilities include:
- Provide timely, efficient, and effective support to customers through our social care channels, including (but not limited to): Facebook, Twitter, Instagram, and LinkedIn.
- Focus primarily on assisting with response to corporate (brand) customer inquiries and routing customer service inquiries to the right customer care team for assistance to ensure timely customer issue resolution. In addition, daily monitoring and support.
- Ensure all messages handled are tagged correctly to support analytics.
- Support and serve as a lead to our customer contact center social care teams answering questions and ensuring they are responding and handling the message as outlined in our processes.
- Support and management of analytics to optimize our systems and processes.
- Help facilitate communication among company management, employees.
- Identify issues and develops communication plans for appropriate audience.
- Advise management on issues or needs for communication plans to best serve customer expectations and preferences.
Required Knowledge, Skills, Abilities & Experience
3+ years of directly related experience. Note: Master's degree will count as one year of experience. Six months or more experience will be rounded up to one year of experience.
Specific knowledge, skills, abilities and experience include:
- Understanding of both the corporate and customer service side of the business, and how they work together.
- Interest and experience in digital customer communications and marketing channels and an understanding of how the company uses them to interact with and support external stakeholders.
- Positive, empathetic attitude with attention to detail and ability to read between the lines to respond to customers' needs.
- Ability to craft clear and concise responses to assist in quickly resolving issues and promoting first contact resolution.
- Skilled in crafting a response for a digital channel and understanding key differences between how to respond on each channel.
- Ability to determine what needs to be elevated quickly. Identifying these reputation management opportunities and knowing when and how to act.
- Prepared to research and utilize all available resources to track down a wide array of customer inquiries in a timely manner.
- Willingness to learn and adapt quickly as needed.
- Strong verbal communication skills.
- Superior writing and editing skills.
- Personal computer skills.
- Photography, newsletter design, and desktop publishing skills a plus.
- Ability to process and respond to information quickly.
- Ability to develop and manage network of contacts, for collaboration and information sharing.
Education Requirements
Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education: Bachelor
Preferred Disciplines: Journalism, Mass Communications
Other disciplines may be substituted for the preferred discipline(s) listed above
Dominion Energy
120 Tredegar St
Richmond
Virginia United States
www.DominionEnergy.com
