Customer Experience Documentation and Scripting Summer Intern
Process and Documentation Summer Intern
Port Washington, NY: On-Site
Full-Time Position: June 5th – August 11th
Searching for an opportunity to get involved and solve real-world problems in a collaborative and professional environment? We Can Supply That!
For over 70 years Global Industrial has been an industry leader providing private label and brand name industrial equipment and supplies to businesses throughout North America. Throughout Global, we are proud to work as one team - unafraid to try something new, enabling all of us to be free to succeed. As an Intern, you will have the opportunity to work alongside experienced professionals to supply a meaningful experience while making a difference for our customer. This is an exciting opportunity for rising Sophomores/ Juniors to get involved, make an impact and take steps towards a fulfilling career with Global Industrial!
Process and Documentation Summer Intern will work on targeted projects individually or in small teams. Projects will require an extremely organized individual with excellent written and communication skills. This associate will partner closely with Customer Experience management documenting multiple processes and develop customer facing email, chat and phone script templates to support 200+ Customer Service and Inbound Sales agents. Final results will be presented to the Customer Experience Leadership team and a broader cross-company leadership group. The internship will include assignments on challenging processes, and provide the opportunity to network with organizational leaders, colleagues, and peers.
Responsibilities:
- Draft and document multiple process for the Customer Service agents eg. Returns, Replacement Orders, Cancelations, Missing Parts, etc.
- Develop multiple email templates, chat scripts, and phone scripts to create consistency for our agent responses and delight our customers when they reach out to us for support
- Apply the latest AI technology to support development of templates and scripts
- Other duties as assigned
Qualifications:
- Rising Junior/Senior pursuing major in Communications, English, Technical writing, or related field.
- Experience writing prompts for AI platforms such as OpenAI Chat GPT
- Interest and aptitude to quickly learn new and emerging technologies
- Excellent listening, verbal and written communication skills; able to obtain results from cross-functional teams
- Able to translate business process into customer facing script to support customer service engagements with our customers
- Proficient user of Microsoft Office Tools: Excel, Word & PowerPoint