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Digital Service Co-op

Company: Bose
Location: Stow
Posted on: June 12, 2021

Job Description:

Job Description Fall Co-Op July-December 2021 This role is an exciting opportunity with the Digital Service Delivery team at Bose. Digital is a key growth area within Global Customer Service. Our goal is to provide exceptional digital experiences to customers across web, mobile and social channels for the entire suite of Bose consumer electronics products around the world. This position will assist with driving the strategy to optimally service customers through existing digital channels as well as new experiences. The right candidate will have solid operational business acumen and an innovative spirit in the pursuit of providing the best Customer Support experience possible across the globe. Primary Responsibilities Facilitate with product readiness, authoring team and knowledge teams to ensure that Bose.xx support pages are launched for new products. Manage submissions to authoring team for Bose.xx support page updates Manage vanity URL program, including submission and maintenance for new products and ad hoc requests. Manage CSEP review of tickets for Sprinklr system. Collect additional feedback and escalate if necessary. Assist with Sprinklr admin responsibilities (example: user set up, HOOP management, testing of program enhancements) Supporting Responsibilities Improve online self service completion rate through sku management Complete survey and site analysis to reduce customer effort and improve CSAT Support review of Intents within bot and submit feedback for enhancements Review bot transcripts and provide recommendations Create new training and SOP documents to ensure Sprinklr system is correctly and fully utilized by agents Bose is an equal opportunity employer that is committed to inclusion and diversity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. For additional information, please review: (1) the EEO is the Law Poster (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf); and (2) its Supplements (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm). Please note, the company's pay transparency is available at http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf. Bose is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please send an e-mail to Wellbeing@bose.com and let us know the nature of your request and your contact information.

Keywords: Bose, Cleveland , Digital Service Co-op, Other , Stow, Ohio

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