East Stroudsburg University is hiring a Chatbot Coordinator! Located in the beautiful Pocono Mountains of Pennsylvania, ESU’s proximity to New York City and Philadelphia provides convenient access to internships, careers and social activities. Just minutes from campus are the country’s largest water parks, scenic Delaware Water Gap Recreation Area, Appalachian Trail, and other opportunities for recreational fun.

As the Chatbot Coordinator, you will need to think creatively and be comfortable serving as an integral part of creating, maintaining, and enhancing the chatbot experience across all digital channels at East Stroudsburg University. You will be an active member of the College of Business Management team and will work closely with the Dean to analyze chatbots and make improvements. You will thrive in this role if you like combining your experience creating chatbot content and communication skills while working closely with various stakeholders including but not limited to faculty and staff. To be successful in this role, you must be team-minded, a problem-solver, and able to work independently.

This is a temporary grant-funded position. Your normal hours will be Monday – Friday 8:00 am – 4:30 pm, but you may have to flex your schedule from time to time based on the needs of the business to be a true Coordinator. When our team shows up for work, they are energized and motivated to succeed - all while being the most crucial piece to keeping the ESU operations humming.

Please apply online at: https://ESU.csod.com/ats/careersite/jobdetails.aspx?site=1&c=esu&id=6307&source=Indeed

What Will I Do At ESU? (AKA Essential Duties)

• Create, implement, monitor, and enhance the customer chatbot experience across all digital channels (web, app, and social media platforms such as digital channels, messaging, search engine optimization, video, email and content marketing) and targeted departments at East Stroudsburg University.
• Work closely with internal stakeholders including but not limited to various departments at ESU. Identify key call drivers (methods such as email, chatbot and social media) to determine the chatbot that can be used to address concerns. This entails discussing data received from students, responding to Chatbot questions, and obtaining questions from stakeholders and providing answers through Chatbot. Ensure that answers are made with a high level of accuracy utilizing Chatbot.
• Analyze chatbot chats and make improvements to improve resolution rates.
• Utilize Microsoft Word and Microsoft Excel to provide reporting on chatbot performance, including insights and recommendations.
• ​Take the initiative to create new content, maintain current content, and plan for future content.
• Coordinate with various stakeholders across campus to share insight on the progress of the chatbot.
• Strengthen the institution’s programs, build support infrastructure and ensure student success for retention initiatives.
• ​Make administrative and procedural decisions and judgments on sensitive, confidential issues.
• ​Perform related work as required.

​What We're Looking For (AKA Qualifications)

• ​Bachelor’s degree in information systems, business management, digital media technologies, or in a related field.
• ​Excellent communication skills.
• ​A minimum of 3 years of experience in a customer service role online, in telecommunication, or financial service industry.
• ​A minimum of 3 years of experience creating chatbot content.
• ​A minimum of 3 years of previous app or digital experience.
• ​A minimum of 3 years of experience using advanced functions within MS Word and MS Excel.
• ​A minimum of 3 years of expertise experience in web publishing, content optimization, copywriting, and media briefs preferred.
• ​Ability to think strategically to successfully roll out a new web service to the University.
• ​Ability to troubleshoot issues quickly and accurately.
• ​Ability to provide excellent customer service face-to-face, online and over the phone.

​What We Offer

- ​Outstanding benefits package including medical from date of hire, retirement contributions, employee wellness program, and paid leave

- ​Living by the Warrior Code:​

• Accountable for One's Actions
• Committed to Self-Growth
• Willing to Sacrifice for the Greater Good
• Positive, Honest, and Loyal
• Respectful of the Environment and Community
• Dedicated to Empowering Others

​We believe diversity, inclusion and belonging is key for our teams.

Much like our academic programs, we are proud to foster a workplace that is unique to higher education. As an organization focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring others.

And yes, legal made us spell this out…
Must be at least 18 years old and have English literacy skills. Employment with ESU is contingent on the selected candidate passing a thorough background check that includes: FBI fingerprinting, PA Child Abuse, and employment. We are proud ESU is an equal opportunity employer. For more information on President Long's 10-point plan, click here: https://www.esu.edu/president/10-action-plan.cfm

Job Types: Full-time, Temporary

Pay: $43,423.00 per year

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• What are your salary requirements?
• Are you legally authorized to work in the United States for East Stroudsburg University of Pennsylvania without employment visa sponsorship?
• Will you now or in the future require sponsorship for employment visa status?
• Briefly describe your experience with web publishing, content optimization, copywriting, and media briefs.

Education:

• Bachelor's (Preferred)

Experience:

• chatbot content creation: 3 years (Preferred)

Work Location: In person

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