Are you seeking a career with a world-class organization where your skills and experience in customer service and developing content for AI Chatbots can be utilized to the fullest?
Do you have experience writing, developing and creating content for AI Chatbots to troubleshoot equipment issues?
Do you have experience gathering and analyzing data to make improvements in AI Chatbot?
Do you wish to work with a tremendous team of individuals, all pulling for the same goals and objectives?
Medela is seeking an AI Chatbot Content Specialist, to join our team. Please continue reading for additional information about us and the position.
This position requires an onsite presence in McHenry, IL three days per week.
What We Offer our AI Chatbot Content Specialist Candidate:
Excellent salary
Comprehensive benefits plan, which is affordable to our employees
401K with match
Pension Plan
16-week Paid Parental Leave
Generous PTO package, including 14 paid holidays
A great place to work!
Education and Critical Skills/Experience – AI Chatbot Content Specialist
Bachelor’s degree is preferred
Minimum three years’ experience of customer service measured by metrics
Minimum two year’s chatbot experience
Minimum two years’ experience in chatbot administration, content development, or related roles.
Strong technical proficiency and familiarity with chatbot platforms and AI technologies.
Excellent verbal and written communication skills
Ability to manage multiple conflicting priorities
Strong multi-tasking and computer skills to navigate multiple systems
Ability to cope with a fast-paced environment
Ability to resolve issues using problem solving logic and troubleshooting skills
Flexible and team oriented
Excellent problem-solving and analytical skills.
Main Responsibilities – AI Chatbot Content Specialist
Develop and create strong trusted and engaging communication solutions through chatbot. Optimize and analyze content and data-driven improvements to ensure the success and efficiency of Medela’s Customer Excellence digital solutions.
Coordinate content with Brand, Marketing and Operations teams to create a consistent end-to-end experience.
Use data and research to evaluate content impacts, and continuous improvement that drives results.
Regularly enhance digital agents responses and capabilities to align with evolving customer needs and company objectives.
Create, edit, and update chatbot content, including responses, FAQs, and product/service information.
Ensure the chatbot has access to accurate and up-to-date information.
Continuously gather user feedback to make data-driven improvements.
Partner with management to implement strategies that improve containment rates by encouraging users to utilize the chatbot for their queries.
Conduct regular testing to identify and resolve any technical issues or inconsistencies.
Monitor chatbot performance metrics, such as user satisfaction, completion rates, and response times.
Analyze data to identify areas for improvement and implement necessary adjustments.
Partner with department trainer to train and empower customer service agents to use the chatbot effectively to assist customers.
Create and maintain documentation on chatbot usage and best practices.
Ensure that chatbot interactions adhere to company policies and industry regulations, such as data protection and privacy laws.
Propose and implement innovative solutions to enhance the chatbot's capabilities.
This is not a job description. More details will be provided regarding the functions of the AI Chatbot Content Specialist.
At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.
Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level, and witness the direct impact your work has on our company’s success.
If you are interested in this opportunity, we are looking forward to receiving your application. For this position we only consider direct applications - thank you for your understanding.
As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.
