Customer Experience and Sales Specialist Full-Time - Canadian Market

$ Confidential

Aurora, IL

Description

PURPOSE OF POSITION

 

A Dyson Customer Experience Specialist – Canada will handle calls from Canadian customers with pre-sales support inquiries, after-sales support issues, technical questions on products, and cross-selling Dyson products and services to existing customers. This position is located at Dyson's North American Contact Center in Aurora, IL. (Close to the train station - free shuttle to and from, free onsite parking, full benefits/insurance, base pay plus performance bonus, casual dress - jeans, good schedules -no third shifts; interactive/team/hands-on/fun environment, work/life balance!)

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 epitomises 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

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

 

Deliver an outstanding positive customer experience to Canadian consumers

    • Build rapport with each customer and demonstrate a helpful demeanor
    • Trouble-shoot customer issues at the customers’ level of understanding
    • Take ownership of customers’ issues, aiming for one-call resolution
    • Achieve effective and timely resolution of customer inquiries
    • Perform hands-on technical diagnosis and resolution of mechanical issues
    • Demonstrate consultative selling approach
    • Cross-sell newest technology based on the customer’s interests and needs
    • Ability to absorb a customer’s objection, and re-position the same or similar product that fits the customer’s needs

 

Maintain customer account information

    • Complete tracking of all interactions with customers in a computerized database
    • Track warranty parts and repairs
    • Perform order entry
    • Utilize intelligent  offer technology to cross-sell our newest technology

 

Uphold Dyson and Contact Center standards of performance

    • Maintain superior attendance and punctuality
    • Sustain a high level of call quality at all times
    • Maintain a consistently high level of productivity
    • Produce accurate and complete documentation of customer interactions and activities

 

Embody the qualities of an engaged, motivated, proactive team member

    • Align daily activities to fulfill Dyson business objectives
    • Demonstrate resilience and adaptability in a continuously changing work environment
    • Take ownership of the impact of decisions and actions
    • Support all team members in achieving service and sales goals
    • Communicate trends to the management team
    • Exercise sound judgment in all interactions

 

Fulfill other duties as required

  • Relish opportunities to pick up new activities that fall broadly in the purpose of the role

  • Take initiative to think outside the box and identify opportunities for improvement

  • Identify problems and find solutions

     

    OTHER REQUIREMENTS

  • Bilingual (fluent in English/ French) a plus

  • Ability to lift, push, and pull up to 30 lbs.

Skills

Individual Qualifications

Experience and Education

Skills

Dyson Behaviors

·  Minimum of three years’ experience in a high quality customer service role required

·  One year call center experience preferred

·  High School Diploma/GED required, some college preferred

·   Experience in multi-country and/or multi-product categories call centers strongly preferred

·  Knowledge of customer relationship management software and call management systems (Avaya BCMS/CMS) preferred

 

 

·  Ability to understand the Dyson brand and uphold its integrity

 

·  High level of customer service orientation required—a desire to help or serve others, to identify and meet their need

 

·  Ability to work a  flexible schedule which will include evenings, weekends, holidays and possibly overtime

 

·  Strong written, verbal and interpersonal skills

 

·  Proven technical aptitude

 

·  Proven experience of working in a team

 

·  Ability to answer incoming calls wearing a headset for long periods of time

 

·  Bilingual skills strongly desired

·  Ingenious - An innovative yet objective thinker

·  Fighter – Getting the best result

·  Explorer – Being curious, diverse and inclusive

·  Architect – Creating the climate for success

 

Benefits Overview

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: 30-Nov-2016

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