Online Team Lead

$ Confidential

Aurora, IL

Description

To oversee the day-to-day activities of the Customer Experience Online team, including tracking, assigning, responding to and the reporting of in-bound emails received from customers as well as providing assistance to the Online Advisors.  The Online Team Lead will also oversee the day-to-day activities of the Customer Experience Live Chat program and provide assistance as needed to the Supervisor, WFM & Digital Support and Online Advisors including, but not limited to, monitoring targeted social media websites.


Market Overview

Dyson moved US customer care operations from Chicago to a dedicated $1.5 million contact centre in nearby Aurora during 2012. The 14,000 sq. ft building provides an acoustically engineered open-plan environment, including space for our 250 Dyson experts to disassemble machines while on support calls.

With capacity to handle 30,000 support issues every day, our Aurora site has been designed to expand alongside our growing number of US Dyson owners. Offering them help and advice via telephone, email, social media and online chat.

Function Overview

Our Customer Service team epitomizes Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

Email Program

  • Oversee the day-to-day activities of the Online team
  • Track, assign, report and respond to in-bound emails from customers
  • Provide support to the Online team with their responses to customer emails
  • Work with the Multi-Channel Supervisor to ensure that emails from customers are being responded to within the agreed upon timeframe and that members of the Online team are achieving their objectives
  • Continually expand and improve the resources available to the Online team, such as templates and detailed product information

 Live Chat Program

  • Oversee the day-to-day activities of the Online team
  • Monitor daily Live Chat activity to ensure that customers are being provided with a high-level of customer service
  • Provide daily reports of the Live Chat activity, including agent performance, to the Multi-Channel Supervisor
  • Work with the Multi-Channel Supervisor to ensure that the Live Chat program is successful

Social Media Support

  • Provide support to the Multi-Channel Supervisor and the Online Advisors with social media initiatives, such as monitoring Facebook and Twitter activity, as needed. 

 

 Letter Correspondence

  • Respond to in-bound letters from customers and work with the Administrative team to log and track this correspondence
  • Send fraud notice letters as directed by the Accounts Receivable and Sales Order Processing teams


Fulfil other duties as required

  • Relish opportunities to pick up new activities that fall broadly in the purpose of this role
  • Fix things that you can see need fixing
  • Identify problems and find solutions
  • Special projects as needed

Skills

Individual Qualifications

Experience and Education

Skills

  • High School diploma or equivalent required
  • Experience in an online customer service environment that includes chat required.
  • Minimum 2 years’ experience in a customer service position, call center experience preferred
  • Experience with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.) preferred
  • Experience working in a major ecommerce customer support environment preferred
  • Experience working with a CRM program for a consumer brand preferred
  • Experience with Quality Assurance testing of a major ecommerce website preferred

·  Ability to understand the Dyson brand and uphold its integrity.

·  Strong/advanced written and oral communication skills required and must be demonstrated.

·  Advanced proficiency in Microsoft Excel, Word, PowerPoint, and Outlook preferred.

·  Dependable, professional, enthusiastic and flexible

·  Strong writing skills and attention to detail

·  Ability to type 50 WPM

·Knowing when to work independently and when to ask for help

Benefits Overview

Dyson US monitors the market to make sure we offer competitive salaries and retirement plans. But financial rewards are just the start of a successful career at Dyson. Professional growth and new opportunities are driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a dress code reflecting our creative engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.


Dyson is committed to providing reasonable accommodations to individuals with disabilities. If you are interested in applying for employment with Dyson and need a reasonable accommodation for any part of the application process, please send an e-mail with your contact information, the job number of the position for which you are interested in applying, and the nature of your request to careers.us@dyson.com or call (312) 706-2260(312) 706-2260. Determinations of requests for reasonable accommodation are made on a case-by-case basis.

Dyson is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities

Posted: 12-Jul-2018

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