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Knowledge Base Content Editor

AAA Club Alliance Wilmington, DE
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Job description

AAA Club Alliance is seeking an experienced Knowledge Base Content Editor to join its dynamic Contact Center Team! This position will support and equip front line associates with the information they need to successfully assist our customers. In this position, you’ll have the opportunity to collaborate across business lines to gather information and create content that is housed in our organization’s associate-facing knowledge base. You’ll be responsible for researching and writing content, ensuring alignment with all supported business line policies, rules, and processes, and continuously updating content. The successful candidate will be able to identify trends and utilize associate feedback to edit and/or enhance the content, to ensure our customer-facing associates have the knowledge they need to be successful during customer service and sales interactions.

*This is a remote position but candidates must live within our territory** 

What we offer:

At AAA, your success is our success. We provide a stable working environment with challenging and exciting career opportunities. To the qualified candidate, we offer:

  • A competitive salary of $55,000 - $65,000/yr; depending upon experience.
  • Annual bonus and merit increase eligibility
  • Comprehensive health benefits package (medical, dental, vision, prescription, and life)
  • Paid Time Off (nearly 4 weeks in the first year)
  • 401K plan with company match up to 7%
  • Tuition reimbursement and professional development opportunities
  • Free AAA Premier Membership in addition to employee discounts on various AAA products and services, as well as discounts with select AAA partners

As a Knowledge Base Content Editor, you will:

  • Write and edit content for all supported business lines following the discipline required and established for the knowledge base tool (Panviva)
  • Manage and administer knowledge base tool; add and edit users and permissions; manage system updates; manage the relationship with vendors
  • Interact with business line leaders and subject matter experts to document process details and create content for knowledge base tool
  • Continuously edit content by collaborating with business line leaders and subject matter experts to ensure information is correct and up to date
  • Process map content into the knowledge base tool
  • Assist with roll-out of the knowledge base tool to additional business line users
  • Perform related tasks as required

What you can provide AAA:

  • Customer service, sales, retail and/or training experience
  • Experience writing procedural documents and structured content with strong editing, proofreading, and writing skills
  • Ability to understand and interpret business processes and translate them into policy and procedure content
  • Proficiency in process and workflow analysis and visualization and process mapping
  • Proficient in the use of Microsoft Office Suite products including Word, Excel, and PowerPoint
  • Communication skills; written and oral and presentation skills; ability to interact and communicate with all levels within the organization
  • Organizational and analytical skills; ability to identify trends
  • DITA experience preferred
  • Bachelor’s degree in Business Administration, Journalism or any applicable field
  • 3 years of experience in instructional design and/or professional writing preferred

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

Salary range USD $55k to $65k annual
Date posted 8th June 2022
Commitment Full-Time
Place of work Remote (United States)
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