Customer Excellence & Ai Specialist- VolShop

Customer Excellence & Ai Specialist- VolShop

Customer Excellence & AI Specialist- VolShop

Starting Salary $46,000-$48,000

JOB SUMMARY

Primary point of customer contact for the VolShop, working closely with the Marketing Team and Buyers to set the tone for an excellent customer service experience via phone, email, and in-person. Implements the guidelines and expectations for customer service procedures for all VolShop store locations and our ecommerce platform. Establishes consistent messaging and works directly with store managers and student employees to provide positive feedback and corrective action through training measures.

WORK PERFORMED

Works with all VolShop departments to develop customer service training methods, updating and maintaining customer service policy and guidelines.

Creates and maintains student employee customer service training program.

Supports/Assists with Marketing Team with various events during peak times such as Welcome Week, Vol Summer Visit, etc., to serve as a source of guidance to incoming freshman.

Coordinates the collection and analysis of customer service data and reporting.

Maintains AI customer service chat bot & assist in Chat GPT initiatives.

Use Data analysis for ERP's CRM to improve the customer experience.

Works directly with managers & supervisors to answer customer questions, resolve issues and offers solutions.

Train staff how to respond and resolve customer support cases through NetSuite daily.

Teach methods to handle web order issues, mail-in returns, and re-orders on a daily basis.

Teach processes to follow up on open sales orders to ensure customers have closure.

Provide guidelines and expectations when need arises to reach out to customers during vendor/supply chain delays or concerns to explain resolution.

Works with all VolShop departments to develop training methods, updating VolShop customer service policy and guidelines.

Works closely with the VolShop Web Tech to collect, analyze and respond to customer feedback including Google reviews, using this information to make improvements.

Works closely with Marketing on social media platforms to view customer comments and help resolve issues.

Reaches out to campus departments to promote website programs and opportunities.

Serves as liaison between campus departments and buyers to ensure they are receiving special order items.

MINIMUM REQUIREMENT AND DESIRABLE QUALIFICATIONS

High school diploma

Four years of relevant experience, or an equivalent combination of education, training, and experience.

PREFERRED REQUIREMENTS AND DESIRABLE QUALIFICATIONS

1-year retail experience

Strong customer service background

Training background