Digital Customer Experience Intern

Scheels Corporate Office
1707 Gold Drive
Fargo, ND 58103, USA

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.

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.

• 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.
• A strong interest in AI, chatbots, or digital automation.
• Excellent writing skills with a sharp eye for grammar, punctuation, and brand voice
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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

• 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.

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.

Scheels cares about the health and safety of our Associates. Associates are expected to follow all safety procedures and perform their job duties in a fashion that minimizes the risk of injury

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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.