The Continuity Specialist ensure that the content written for Drips Clients are free of errors, easy to read and conform to the style and tone required for that particular project. Continuity Specialists need a passion for writing, a sharp eye for detail and the ability to work well under pressure. The Continuity Specialist is a member of the Operations Team at Drips and is the final check on content before it moves forward. The content consists of messages, both voice and SMS text-based messages being sent to leads loaded by our clients. As a result, the messages are 150 characters or less, and IVR’s under thirty seconds. The Continuity Specialist will also work in the Salesforce Utility Software for accepting, routing and working cases. This role also acts as a content writer in a backup capacity and needs to be able to write and view messages with an eye for the tone, context, voice and best practices Drips has developed as the leader in conversational text messaging. Agility and cross-functionality is required. A Continuity Specialist is responsible for adding value by actively engaging customers/stakeholders and maintaining a cohesive brand voice throughout the editing process. Additional tasks handled by a Continuity Specialist may include reviewing previously written content for adjustment and collection of data for best practices and collaborating across departments in order to execute brand initiatives. In addition, executing these job responsibilities within the framework of Drips Core Values. Additional duties and projects assigned as needed.

This is a remote position; applicant must reside in: AZ/CA/CO/FL/IL/IN/MA/MI/NV/NM/NC/OH/TX

REQUIRED SKILLS

• Bachelor’s Degree in English, journalism, related field or equivalent experience
• Strong computer skills including fluency in Excel, Office 365 in a fast-paced environment
• Ability to review and edit content on a deadline
• Portfolio of writing examples or content that has been edited
• Strong written and verbal communication skills within a functional team
• Ability to consistently parse various research sources for comparison to what has been written
• 2 – 5 years of proven content editing
• Attention to detail
• Analyze feedback on written scripts for best practices and adjustments
• Ability to work in a team-based setting while maintaining an individual workload
• Ability to switch tasks and goals throughout the day based on priority and need
• Ability to work independently within a team, in a looser less formal environment
• Accepting feedback constructively with an eye towards improvement
• Sharing workload and assisting other team members as needed

PREFERRED SKILLS

• 1-2 years of Content generation experience
• Experience with various software systems including Sales Force, Audacity, and Filezilla

TYPICAL DAY

The Continuity Specialist will begin their day with a thorough review of current case status for action items needed. Follow up on outstanding items from the previous day’s work, and provide updates as requested on statuses. The following actions are typical, but not exclusive at the beginning of a day for a Continuity Specialist. (Time: From 8:00 AM – 9:00 AM)

• Log-in to all needed systems
• Review of email for any critical action items
• Review of email for new cases that have been assigned after audio has been added to script
• Review of Audio content for accuracy to the written script and quality of the audio
• Acceptance for the assignment of new cases in SalesForce for editing and reviewing new scripts, updated scripts or any changes to existing scripts
• Prioritization based on assignment rules in SalesForce

Once the day has been organized and work prepared, the Continuity Specialist begins the work of generating new scripts and managing case flow. (Time: 9:00 AM – 12:00 PM)

• Engage in research needed for content editing and review. New clients require time to research to write an effective script, as a Continuity Specialist, you will need to be aware of the research to review and edit for accuracy. (1 Hour minimum for a new vertical)
• The actual editing and review of the scripts, time varies based on client and cadence.
• Routing of the work to Account Managers for approval by clients or for approval to build new projects

After Lunch, the Continuity Specialist continues the work started in the morning, focusing on the movement of work from the day prior through to completion, while continuing to work new requests as the come in. (12:30 PM – 4:00 PM)

• Review and editing of scripts that have had audio added since the morning
•  Review and editing of permutated scripts written earlier and approved while awaiting audio
•  Review and editing of changes requested to previously written scripts based on client feedback
• Review and editing changes made to live scripts requested by clients for seasonality, business fluctuations or best practices from submitted requests
• Reviewing and approving content generated from throughput testing
• Management and entry of data gained through the editing process of the performance of Scripting Specialists
• Working any new tickets submitted to position next day’s work and scheduling
• Working on continuous improvement projects as assigned.

In addition, the Continuity Specialist is rated through a number of functional Key Performance Indicators for performance improvement. These include:

• Grammar Accuracy post review and edit
• Spelling Accuracy post review and edit
• Total time to script review and moving forward
• Adoption of best practices

The Continuity Specialist will provide cross functional ability in both script writing and throughput testing on occasion, and other duties as assigned.

CORE VALUES:

Drips core values are central to how each employee executes in their role daily and exceeds. Below are how we exceed in each core value

LEAN – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

PASSION – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients” 

HAPPINESS – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

IMPROVE – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

TEAM – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.