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Senior Customer Communication Representative

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One of Aquent’s utility clients is seeking a talented and experienced Senior Customer Communications Representative for a contract role. The client is only interested in talent currently residing in the San Francisco Bay Area.

SUMMARY OF ROLE
The Senior Customer Communication Representative is responsible for managing the cadence of transactional, triggered communications that involve the company's various billing and payment services, as well as the communications that appear in the monthly bill package. The monthly bill package—consisting of the envelopes, energy statement and inserts—contains several messages; the role needs to coordinate the calendar of the various messages, as well as create an overarching strategy to drive recall and action with our most important messages. Additionally, the role is responsible for developing the messaging strategy and content for bill-related triggered communications, such as bill notices, payment confirmations, late payment notices, and more. Finally, this person is responsible for helping create contact strategies that initiate when a customer starts new service.

PRIMARY RESPONSIBILITIES
Communications Strategy and Deployment
• Working with regulatory affairs, Law and other internal groups, develop messaging for mandatory, legal and compliance bill inserts that address various rates and filing activity
• Manage bill insert editorial and production calendar
• Drive communications strategy and marketing efforts support new bill communications
• Develop contact strategy and materials for new customer connections
• Develop messaging for all bill-related triggered communication
• Translate communications strategies into clear, consistent and effective customer talking points for the company's representatives in the field and in Contact Centers.
• As needed, work with Customer Insights group to plan and execute measurement plans for local outreach, to help evaluate the impact of communications on customer awareness, understanding and brand favorability.
• Researches, contributes ideas, writes and edits content for external communication vehicles ensuring consistency in tone, voice and alignment with company branding principles and strategies Review, edit, counsel and approve pre-written communications from other stakeholders on an ad hoc basis to ensure conformity with approved talking points, corporate style and tone, and general communication best practices.

Collateral and Web Development
• Work with internal stakeholders to define messaging requirements, budget, timing and scopes of work for supporting collateral, including: brochures, signage, advertising, web updates and other materials that support a holistic communications strategy
• Work with internal Marcom group to execute above work based on agreed timelines, and incorporate industry best practices to produce high-quality work.
• Coordinate the review and approval of campaign materials. Significant coordination is needed among several stakeholders across the Organization to route and reconcile feedback and gain approval on deliverables.
• Ensure all finished materials meet the project objectives, and are produced without errors, consistent with established brand guidelines, communicated to internal parties and inventoried appropriately.

Budget and Project finances
• Role is responsible for working with company's Business Finance and external parties to set up, monitor and report on the status of project finances including Shopping Carts, POs, and accruals.

OTHER RESPONSIBILITIES
• Ensures all finished materials are in compliance with corporate brand standards

QUALIFICATIONS
• Bachelor’s degree in Communications, Marketing, Public Relations or related discipline
• Significant experience writing and producing marketing communications for enterprise organizations, whether in analyst relations, public relations, investor relations or other marcom role
• Valid driver’s license required
• Typically 6+ years experience or equivalent; marketing communications background strongly desired
• Experience working in environmental or energy related field a plus
• Proficient in Microsoft Office Suite and knowledgeable about Adobe productivity software

ATTRIBUTES
• Ability to work effectively and efficiently in a fast-paced, team-driven environment
• Committed to customer satisfaction
• Proven ability to foster trust and collaborative partnerships with colleagues and internal stakeholders
• Able to represent the company professionally in public forums
• Strong analytical and organizational skills with excellent attention to detail

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