Customer Communications Specialist

This position will manage customer communication requests received from Operations, Risk, and other internal workgroups. The incumbent will use several communication clients to complete tasks and projects in the required timeframe.

Primary Responsibilities

• Oversees field communication and Jira ticket requests.
• Crafts clear and effective email/SMS/push notification communications.
• Works closely with Operations Support and Risk to fulfill ad hoc requests and communicates changes to customer programs and processes.
• As part of the emergency response committee, executes and tracks customer communications.
• As the subject matter expert, oversee the operability of third-party communication clients and works with support teams when questions arise.
• Maintains brand consistency in all outgoing customer communications.
• Ensures CAN SPAM compliance and message deliverability.
• Reports bugs and issues to appropriate teams.

Additional Responsibilities

• Seeks out areas of opportunity by collecting feedback and spotting trends.
• Manages the Customer Communication Journey in SharePoint.

Job Specifications/Qualifications

• 2+ years’ experience with email management systems, preferably Iterable or other Email Service Provider (ESP).
• Proven ability to oversee technical processes and systems with an eye for quality and exactness.
• Understanding of store/property operational processes.
• Attention to detail and strong problem-solving abilities.
• Experience working with service ticketing systems.
• Proven project management and organizational skills.
• Strong interpersonal skills and a customer-centric attitude.
• A full working knowledge of MS Office suite.
• Available on-call outside of office hours, including evenings, weekends and holidays.

Education and Experience 

• 2+ yrs of experience executing organizational email.
• 2+ yrs experience with email automation technology.
• Bachelor’s degree

If you are a current Extra Space employee, please apply through Jobs Hub in Workday.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.