Digital Customer Experience Intern

Scheels•Fargo, ND

12h

About The Position

The SCHEELS E-Commerce Department is seeking a tech-savvy, detail-oriented intern to join their Customer Experience Team. This role offers a front-row seat to the future of retail, working with the E-Commerce Customer Experience Team. You will be helping to "teach" the AI platform how to better serve customers, bridging 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."
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”
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
Genuine interest and action in helping others before yourself, regardless of recognition or reward
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
Meets Scheels dress and grooming expectations in support of professional, clean and welcoming environment for customers, co-workers and business partners
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

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