Become a Part of the NIKE, Inc. Team
NIKE, Inc. does more than outfit the world’s best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it’s about each person bringing skills and passion to a challenging and constantly evolving game.
Open to remote work except in South Dakota, Vermont and West Virginia.
The hourly rate for this position ranges from $24.71 in our lowest geographic market to $55.53 in our highest geographic market. Actual pay rate will vary based on a candidate’s location, qualifications, skills and experience.
Information about benefits can be found here.
Nike’s North America Consumer Services team is passionate about creating opportunities to deliver outstanding consumer experiences! CS members are on the front-line, working as part of a dynamic team focused on building unbreakable bonds with Athletes*. With a continuous focus on “getting the win” for all consumers, the CS Team is organized, nimble, able to effectively prioritize, and passionate about using their understanding of the consumer journey to create and preserve lasting brand loyalty.
WHO WE ARE LOOKING FOR
We are looking for a Specialist who will provide a premium service experience! We communicate via 1:1 messaging within the Nike App. This person’s goal will be to drive consumer retention and reengagement of our Members while simultaneously delivering by the measurable expectations of this business. We will maintain product expertise across all categories and proficiency in both pre and post purchase process. You will engage with Members directly and strengthen their relationship with the Nike Brand. This individual must also communicate effectively with teammates, leaders, and cross-functional partners. You will work with a variety of systems and tools to facilitate a seamless consumer journey in-app.
WHAT YOU WILL WORK ON
As part of our Nike Expert on Demand Team within North America Consumer Services, you’ll help our team support all aspects of our Member experience within our Nike App. Along with serving consumers, we will also provide the management team with insights gained from consumers, offering feedback related to key contact drivers, friction points, products, athletes, and trends. You’ll participate in the development of new strategies targeting growing engagement and encouraging community while maintaining a positive representation Nike Brand. You’ll quickly identify sensitive issues and potential customer concerns appropriate for the Nike category, PR and/or legal assistance. We are able to communicate effectively applying good judgment and business decisions in servicing the consumer. Maintaining an up-to-date understanding of the entire Nike product line, marketing initiatives, and greater digital footprint, including the website, NRC, NTC, and SNKRS is crucial in this role. In addition, you’ll use internal tools and systems to ensure accurate responses to consumer inquiries and to capitalize on potential sales opportunities.
A typical day consists of fielding inbound contacts and maintaining a live messaging channel. Contact types may be either pre or post purchase. You will be engaging with each Member in conversation to provide the best possible service. You will observe trends and communicate across your peers to ensure alignment. You will also attend weekly team meetings to stay up to date on policies and processes.
WHO YOU WILL WORK WITH
This person will be working within a team environment reporting to one of the NEOD Support Managers. You’ll partner with our territory teams to build outstanding and exciting experiences for select Members. You’ll also work cross-functionally to provide relevant consumer insight and feedback.
WHAT YOU BRING
Bachelors degree preferably in Communications or Marketing, or equivalent combination of relevant education, experience and training
Excellent written and verbal communication skills
Strong computer skills, including experience navigating the internet and using PC and Windows-based software (Microsoft Office)
Ability to read, speak and understand English
Demonstrated initiative and ability to work independently and/or in a diverse team environment
Demonstrated strong problem-solving skills, analytical skills and attention to detail
Excellent team and customer service orientation
