About the Company
Acxiom is a leader in customer intelligence, powering over a trillion interactions a year for the world’s best brands. With a focus on ethical data use and cutting-edge technology, we help companies better understand and engage with their customers across every channel. Join our innovative team in Fayetteville, Arkansas, and contribute to shaping the future of customer experience.
Job Description
We are seeking a highly articulate and detail-oriented Online AI Customer Liaison to join our growing team. In this professional written role, you will be the bridge between our customers and advanced AI-driven solutions. Your primary responsibility will involve crafting clear, concise, and empathetic written responses to customer inquiries, leveraging AI tools to enhance efficiency and accuracy. This role requires exceptional written communication skills, a deep understanding of AI applications in customer service, and the ability to maintain a professional and helpful demeanor in all interactions. You will be instrumental in ensuring a seamless and positive customer experience through sophisticated online communication.
Key Responsibilities
- Draft and deliver professional, grammatically correct, and empathetic written responses to customer inquiries via various online channels (chat, email, forums).
- Utilize and interpret AI-powered tools and knowledge bases to provide accurate and efficient solutions to customer issues.
- Identify and escalate complex customer problems to appropriate internal teams, ensuring thorough documentation.
- Contribute to the continuous improvement of AI response models by providing feedback and identifying patterns in customer interactions.
- Maintain high standards of customer satisfaction and service quality in all written communications.
- Collaborate with product, engineering, and support teams to stay informed on service updates and new AI capabilities.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Educate customers on product features and AI-powered solutions where applicable.
Required Skills
- Exceptional written communication and editing skills with impeccable grammar and syntax.
- Proficiency in using and navigating various AI-powered customer service platforms and tools.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Ability to work independently and manage time effectively in a fast-paced environment.
- High level of empathy and a customer-centric mindset.
- Familiarity with CRM software and online communication platforms.
- Minimum of 2 years of experience in a customer service or written communication role.
Preferred Qualifications
- Bachelor's degree in Communications, English, Marketing, or a related field.
- Experience with natural language processing (NLP) or machine learning applications in customer service.
- Certification in AI ethics or customer experience management.
- Proven track record of improving customer satisfaction scores (CSAT) or similar metrics.
- Experience in the technology or data services industry.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Professional development and training opportunities, including AI tool certifications.
- Employee assistance program.
- Modern office environment with collaborative workspaces.
- Life and disability insurance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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