Customer Care Communications Specialist
Customer Care Communications Specialist
The Company
Rodan
Fields is defining the future of social commerce for a social category. As a leading anti-aging skincare company founded by Dr. Katie Rodan and Dr. Kathy Fields, world-renowned dermatologists and creators of Proactiv Solution, Rodan
Fields crowd sources the marketing and sales of clinically-proven, transformative products by empowering personal enterprise. With high double-digit compound annual growth since its inception in 2008, a growing network of demographically attractive independent consultants and customers, groundbreaking product introductions and industry accolades, Rodan
Fields is a fast-paced, values-anchored company at the intersection of consumer packaged goods, digital products and personal enterprise in the heart of San Francisco.
Position Summary
The Communications Specialist is a central role in the Business Operations team and is responsible for ensuring that our Customer Care team has the right information at the right time to deliver consistent and accurate service and support to our Consultants and their Customers. The Communications Specialist will work closely with cross-functional teams including Brand Marketing, Product Development, Digital, Field Development, and Compliance to ensure our Customer Care team is well informed on all Consultant and Customer facing initiatives. Reporting to the Associate Business Operations Manager, this role will also assist with the design and implementation of enhanced communication strategies and vehicles. This role plays a large part in ensuring the success of the Customer Care Team, in turn impacting the Rodan
Fields' brand.
Primary Responsibilities
Work with the Associate Business Operations manager to identify Customer Care communication opportunities as well as design and implement solutions
Help support the success of Customer feedback capture, analyses, and sharing insights with relevant departments and teams
Support the Customer Care team through creating customer-focused talking points, FAQs, templates, and other supporting documentation
Develop and maintain a key presence as the primary point of contact for Customer Care within our internal social media platform
Collaborate with the Instructional Design and Training Manager and Customer Care Management to assess opportunities for better communication and support
Work closely with Marketing & Field Communications teams to review and edit content of communications materials prior to dissemination
Assist in the management of crisis communication planning and response for a variety of issues across the Company, maintain and evolve scenario-based communications plans
Other duties as assigned
General Competencies
Communication Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) captures(s) the message. Strong presentation skills.
Time Management Ability to track multiple complex and time sensitive initiatives, prioritize and deliver with excellence.
Problem Solving Help generate effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs.
Customer Focus Understand and advocate for our Customer Care team, Consultants, and Customers to ensure all decisions are made with the Customer experience considered.
Requirements
Bachelor's degree in Communications, Journalism, Business, or English preferred plus minimum of two to three year related experience. Or, combined 5
years professional working experience with a proven track record of successful content development for internal and/or external communications required
Excellent writing and editing skills
Demonstrated high level of professionalism, confidentiality, and judgment
Ability to manage multiple competing priorities and manage time accordingly
Strong interpersonal skills; team player, courteous, friendly, and empathetic
Meticulous attention to detail
Ability to positively adjust to a rapidly changing environment
Comfortable with new and emerging technologies including web-based content management systems
Role is located in San Francisco, some travel to the San Ramon office may be required (Approx. 30% travel)
Direct Selling / Network Marketing industry experience a plus
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Company
Rodan
Fields is defining the future of social commerce for a social category. As a leading anti-aging skincare company founded by Dr. Katie Rodan and Dr. Kathy Fields, world-renowned dermatologists and creators of Proactiv Solution, Rodan
Fields crowd sources the marketing and sales of clinically-proven, transformative products by empowering personal enterprise. With high double-digit compound annual growth since its inception in 2008, a growing network of demographically attractive independent consultants and customers, groundbreaking product introductions and industry accolades, Rodan
Fields is a fast-paced, values-anchored company at the intersection of consumer packaged goods, digital products and personal enterprise in the heart of San Francisco.
Position Summary
The Communications Specialist is a central role in the Business Operations team and is responsible for ensuring that our Customer Care team has the right information at the right time to deliver consistent and accurate service and support to our Consultants and their Customers. The Communications Specialist will work closely with cross-functional teams including Brand Marketing, Product Development, Digital, Field Development, and Compliance to ensure our Customer Care team is well informed on all Consultant and Customer facing initiatives. Reporting to the Associate Business Operations Manager, this role will also assist with the design and implementation of enhanced communication strategies and vehicles. This role plays a large part in ensuring the success of the Customer Care Team, in turn impacting the Rodan
Fields' brand.
Primary Responsibilities
Work with the Associate Business Operations manager to identify Customer Care communication opportunities as well as design and implement solutions
Help support the success of Customer feedback capture, analyses, and sharing insights with relevant departments and teams
Support the Customer Care team through creating customer-focused talking points, FAQs, templates, and other supporting documentation
Develop and maintain a key presence as the primary point of contact for Customer Care within our internal social media platform
Collaborate with the Instructional Design and Training Manager and Customer Care Management to assess opportunities for better communication and support
Work closely with Marketing & Field Communications teams to review and edit content of communications materials prior to dissemination
Assist in the management of crisis communication planning and response for a variety of issues across the Company, maintain and evolve scenario-based communications plans
Other duties as assigned
General Competencies
Communication Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) captures(s) the message. Strong presentation skills.
Time Management Ability to track multiple complex and time sensitive initiatives, prioritize and deliver with excellence.
Problem Solving Help generate effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with individual needs.
Customer Focus Understand and advocate for our Customer Care team, Consultants, and Customers to ensure all decisions are made with the Customer experience considered.
Requirements
Bachelor's degree in Communications, Journalism, Business, or English preferred plus minimum of two to three year related experience. Or, combined 5
years professional working experience with a proven track record of successful content development for internal and/or external communications required
Excellent writing and editing skills
Demonstrated high level of professionalism, confidentiality, and judgment
Ability to manage multiple competing priorities and manage time accordingly
Strong interpersonal skills; team player, courteous, friendly, and empathetic
Meticulous attention to detail
Ability to positively adjust to a rapidly changing environment
Comfortable with new and emerging technologies including web-based content management systems
Role is located in San Francisco, some travel to the San Ramon office may be required (Approx. 30% travel)
Direct Selling / Network Marketing industry experience a plus
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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