The Customer Service Division of DPU is seeking a skilled Process Writer to develop creative and engaging content for various operational areas. This includes job/desk aids, process reminders, procedural checklists, FAQs, operating procedures, and other relevant documentation. The ideal candidate will be proficient in the Microsoft Suite, Teams, and possess a toolkit of modern software applications to enhance content creation and distribution.
Key Responsibilities:
- Content Development: Create and manage comprehensive documentation such as standard operating procedures (SOPs), job aids, FAQs, newsletters, and other relevant content for employee consumption.
- Collaboration: Meet with business owners and front-line staff to understand business needs and translate these into clear, actionable content. Work closely with internal stakeholders to ensure alignment and consistency in messaging, branding, and style.
- Editing and Quality Control: Edit existing content to ensure voice, grammar, and style are consistent with established branding and style guidelines.
- Framework Development: Develop and maintain a standard operating procedure framework to support consistent and effective content development.
- Regular Updates: Review and update information on a daily, weekly, and monthly basis to ensure all content remains current and relevant.
- Updates and Maintenance: Stay up to date on operational changes and ensure all content is current and relevant. Create and schedule process reminders, distribute process changes, and other time-sensitive information via Microsoft Teams for multiple division channels.
- Content on Demand: Respond to urgent content creation requests, delivering high-quality materials within tight deadlines.
Qualifications:
- Education: Bachelor’s degree in English, Communications, Technical Writing, or a related field.
- Experience in technical writing, content creation, or a similar role within a utility or operations environment.
Skills:
- Proficient in Microsoft Office Suite, Teams, and Canva.
- Strong writing and editing skills with a keen eye for detail.
- Ability to understand and translate technical information into clear, concise documentation.
- Excellent communication and interpersonal skills.
- Ability to work independently and manage multiple projects simultaneously.
- High level of competence in technology, including AI, website updating, OneDrive, and other complex digital sharing tools.
Preferred Qualifications:
- Experience in the utility industry, particularly in water and gas operations.
- Familiarity with modern software applications used in content creation and distribution.
- Experience writing process and procedures for customer service or a call center
- Experience writing process and procedures for government or federal regulations.
Prefer candidate to have their own toolkit of authoring and content creation tools.
Job Type: Contract
Pay: $30.00 - $35.00 per hour
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
Experience level:
Schedule:
Education:
Experience:
- Technical writing, content creation, or a similar role: 3 years (Required)
- Microsoft Office Suite, Teams, and Canva: 3 years (Required)
- writing and editing skills with a keen eye for detail: 3 years (Required)
- translate technical information to clear, concise document: 3 years (Required)
- high level of competence in technology, including AI: 3 years (Required)
- website updating, OneDrive, and complex digital tools: 3 years (Required)
- utility industry, water and gas operations: 3 years (Required)
- software applications used in content creation, distribution: 3 years (Required)
- writing process and procedures for customer service: 3 years (Required)
- writing process and procedures for government: 3 years (Required)
- writing and procedures for federal regulation: 3 years (Required)
- have their own toolkit of authoring and content tools: 3 years (Required)
Work Location: Hybrid remote in Richmond, VA