Specialist I, Consumer Care Expert On Demand NA

Open to remote work except in South Dakota, Vermont and West Virginia.

Information about benefits can be found here.

WHO YOU’LL WORK WITH

Nike Expert On Demand Specialists are on the front-line, working as part of a dynamic team focused on building unbreakable bonds with Athletes*. They will be delivering premium and personalized service through product knowledge, authentic conversations, and distinct experiences. They will also work cross-functionally to provide relevant consumer insight and feedback, with a continuous focus on “getting the win” for all consumers.

WHO WE ARE LOOKING FOR

We are looking for our next Nike Experts who are confident and enjoy interacting with consumers daily through multiple consumer touchpoints such as Nike App and Web Messaging, phones, email, product reviews, videos and other content and experiences.

The ideal candidates will drive engagement, brand passion and loyalty. They will deliver on individual and team goals of the business, such as sales conversion, demand and customer satisfaction. They will maintain product expertise across all categories and proficiency in processes that help lead to premium and personalized consumer experiences.

This role requires effective communication with teammates, leaders, and cross-functional partners. A dedicated team player that knows how to collaborate, receive feedback, and manage working with a variety of systems and tools to facilitate a seamless consumer journey. Must be comfortable working in a fully remote and secured environment with strong and stable internet connection.

• Bachelor’s degree in Communications or Marketing, or equivalent combination of education, experience or training
• A minimum of 0-1 year directly relevant work experience
• Excellent written and verbal communication skills
• Strong computer skills, including experience navigating Zoom, Outlook, Slack
• Excellent team and customer service orientation
• Ability to read, speak and understand English
• Proven strong problem-solving skills, analytical skills and attention to detail
• Enthusiastic individuals, with a passion for building relationships and premium experiences
• Resiliency in the ability to get the win and create brand loyalty with our consumers

WHAT YOU’LL WORK ON

You will be fielding inbound contacts and maintaining a live messaging channel where contact types are mostly product questions with a mix of general Nike inquiries. You will be engaging with each consumer in conversation to provide the best possible service.

• You will utilize multiple internal tools and systems to serve the consumer and ensure accurate responses to consumer inquiries and capitalize on potential sales opportunities.
• You will capture insights gained from consumers, offer feedback related to key contact drivers, friction points, products, athletes, and trends.
• You will participate in the development of new strategies targeting growing engagement and encouraging community while maintaining a positive representation of the Nike Brand.
• You will quickly identify sensitive issues and potential customer concerns appropriate for the Nike category, Public Relations and/or legal assistance, the ability to communicate effectively, applying good judgment and business decisions in servicing the consumer.
• You will maintain an up-to-date understanding of the entire Nike product line, marketing initiatives, and greater digital footprint, including Nike Direct and Nike Marketplace.
• You will participate in creating Nike Expert product videos, write product reviews, and may be featured in various membership/marketing multimedia content.

We offer a number of accommodations to complete our interview process including screen readers, sign language interpreters, accessible and single location for in-person interviews, closed captioning, and other reasonable modifications as needed. If you discover, as you navigate our application process, that you need assistance or an accommodation due to a disability, please complete the Candidate Accommodation Request Form.