Digital Customer Experience Intern

Scheels All Sports • Fargo, ND

1d

About The Position

The SCHEELS E-Commerce Department is seeking a tech-savvy, detail-oriented intern to join its Customer Experience Team. This role offers a unique opportunity to work at the forefront of retail's future, specifically with the E-Commerce Customer Experience Team. The intern will be involved in teaching the AI platform to better serve customers, bridging the gap between technical AI management and human-centered customer service. The position is ideal for someone fascinated by how artificial intelligence is transforming shopping and communication.

Requirements

• A strong interest in AI, chatbots, or digital automation.
• Excellent writing skills with a sharp eye for grammar, punctuation, and "brand voice."
• Customer Service: Genuinely and consistently treat co-workers, customers and business partners like they are the most important person including eye contact, a smile and a genuine “Thank you”
• Culture: Approach daily tasks, projects and follow-up communication with energy and sense of urgency
• Cultivate a deep desire to become a knowledge expert in their role with the ability to apply their knowledge and experience with great impact.
• Show respect and appreciation for others and Scheels
• Arrive to work and meetings 10 minutes early
• Team Mentality: Genuine interest and action in helping others before yourself, regardless of recognition or reward
• Teach-ability: Consistent eagerness to listen, learn, apply knowledge and accept critical feedback
• Ability to adapt to a changing work environment
• Ability to apply concepts of basic math, grammar, punctuation and spelling
• Dress Code: Meets Scheels dress and grooming expectations in support of professional, clean and welcoming environment for customers, co-workers and business partners
• Efficiency: Demonstrate pride and ownership of their work while meeting expected deadlines
• Must be able to sit, stand, bend at the waist, climb, stoop, kneel, crouch, reach, walk, push/pull, lift, talk, and hear with or without reasonable accommodation
• Sedentary work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Roles are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Associates are expected to follow all safety procedures and perform their job duties in a fashion that minimizes the risk of injury

Nice To Haves

• Current enrollment in a degree program focusing on Business, Marketing, Communications, Data Science, or Information Technology is preferred.
• Retail experience is beneficial, but not required.

Responsibilities

• AI Training Support: Assist in reviewing AI-generated responses for accuracy and "teaching" the bot how to improve based on real customer interactions.
• Content Creation: Help draft and update help center articles and automated "Answers" to ensure our customers have the most up-to-date information.
• Performance Monitoring: Assist in identifying "knowledge gaps" where the AI struggles and suggest creative solutions to bridge them.
• Live Customer Interaction: Provide authentic, high-quality support to SCHEELS customers via chat, email, and phone to understand their needs firsthand.
• Internal Documentation: Assist in creating "how-to" guides for our service agents to help them work more efficiently alongside our AI tools.
• Market Research: Stay up-to-date on e-commerce trends and new AI features to help our team stay ahead of the curve.
• Order Support: Use our Order Management Systems (OMS) to help resolve customer requests regarding shipping, returns, and product education.

What This Job Offers

• Career Level: Intern
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees