Job Details

Digital Chat Product Specialist 3

Columbia Sportswear Company

Job - Corporate/Business

Close Date: 06/07/2019

This position will support the implementation and continued development of our Virtual Chat Assistant (chatbot) and live chat support team within Customer Care. This is a high visibility role that will be responsible for the scripting of the chatbot, as well as assisting in the knowledge content build. This role will also provide insight and aid in the measurement and tracking of results through analytics.




Responsibilities:

•Responsible for conversational design of chatbot
•Support business partners to review and manage conversational experiences on our live Chatbot/Virtual Assistant product
•Responsible for vendor communication and feedback ensuring continued improvement
•Liaison between eCommerce, Customer Care and vendor teams to ensure all project objectives are executed
•Manage project roadmap
•Train chatbot to handle upsell/cross-sell to drive incremental revenue
•Continually optimize the chatbot to ensure incremental improvement
•Responsible for the measurement and tracking of chat support results through analytics; provide performance analysis of team to identify service deficiencies and potential training gaps
•Aid in the creation of policies, procedures and Quality standards for chat support
•Ensure continuous collaboration between Customer Care, Fraud and Warranty
•Take on additional tasks such as special projects and other duties assigned by Manager
•Maintain positive, open lines of communication with all Columbia Sportswear management, staff and other departments

Specific Job Skills:




•Strong analytical, reasoning, and problem-solving skills. Ability to analyse and drive metric improvements within digital environment, both live and bot
•Process improvement methodology
•Strong organizational, time, and project management skills
•Excellent verbal and written communication skills
•Feedback strategies
•Proficient in MS Office applications (Outlook, Excel, Word and PowerPoint)
•Effective presentation skills
•Design skills including creation of process flow’s that will help through chatbot flow requirements and design
Qualifications:




•Bachelor’s degree; or equivalent knowledge and skills obtained through a combination of education, training and experience
•3+ years demonstrated experience with chat bot scripting and AI/chatbot platforms
•5- 7 years of digital/ecommerce experience
•Successfully deployed chatbots on common messaging and chat services or on enterprise websites
•Experience in creating chatbot workflows, user flows, process flows
•Experience working cross functionally and collaboratively with all levels of an organization
•Facilitate adoption and improvement of chatbot and live chat support





This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.



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