Full Time Customer Experience Specialist - Aurora

$12.00/Hour Base + Incentives = $15 - 18 Average + Full Benefits

Aurora, IL

Description

To handle calls from customers with pre-sales support inquiries, after-sales support issues, technical questions on products, and cross-selling Dyson products and services to existing customers.

WORKING HOURS
In order to be considered for this position, all candidates must be able to work Monday thru Saturday shifts. Shifts are generated on a monthly basis for the entire month.

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

1. Deliver an outstanding positive customer experience 

•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


2. Maintain customer account information

•Complete tracking of all interactions with customers in a computerized database

•Track warranty parts and repairs

•Perform order entry


3. 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


4. 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 goals

•Communicate trends to the management team

•Exercise sound judgment in all interactions


5. 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

Skills

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

•One year call center experience preferred

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

•High School diploma or equivalent required, some college preferred


Skills/Competencies

•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 may include evenings and weekends and required overtime

•Strong written, verbal and interpersonal skills

•Background that includes daily application of the following skills: negotiation, analytical & conceptual thinking, and customer service

•Proven technical aptitude

•Proven experience of working in a team

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

•Bilingual skills a plus

Benefits Overview

Dyson US monitors the market to ensure competitive salaries, holidays and retirement plans. Beyond that, you’ll also enjoy profit-related bonuses and life and disability cover. But financial rewards are just the start of a Dyson career. Rapid professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our 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. 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: 27-Jul-2016

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