Digital Customer Experience Intern

Scheels All Sports•Fargo, ND

About The Position

Scheels Company Goals: We strive to be the best retailer in the USA in the eyes and minds of our customers, associates, and business partners. Overview: Are you fascinated by how artificial intelligence is changing the way we shop and communicate? The SCHEELS E-Commerce Department is looking for a tech-savvy, detail-oriented intern to join our Customer Experience Team. You will get a front-row seat to the future of retail, working with our E-Commerce Customer Experience Team. You won’t just be answering questions; you will be helping "teach" our AI platform how to better serve our customers. This is a unique opportunity to bridge the gap between technical AI management and genuine, human-centered customer service.

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

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.

Benefits

To see a full list of benefit offerings from Scheels visit scheels.com/careers
EQUAL EMPLOYMENT OPPORTUNITY Scheels is an equal employment opportunity employer providing equal employment opportunities to individuals regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Scheels will provide reasonable accommodations for qualified individuals when appropriate.

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