Customer Experience Specialist, Online Advisor - Dyson - Remote

PURPOSE OF THE POSITION

To assist the Multi-Channel Supervisor, in the administration of Dyson social media initiatives related to customer service. To provide support for projects related to the Dyson.com online spares and accessories e-commerce store, the Dyson.com support section and contacting customers to address issues that are raised by customers via the Dyson.com user review program.

Dyson Overview
1.(Global business – number of people, countries, offices, machines sold, expansion, bigger, better)

Things move quickly at Dyson. In twenty years, what began with one man and one idea has grown into a global technology company, with 6,000 people and a presence in over 70 countries. From Malmesbury to Malaysia to the US to Australasia and many countries in between, we’ve sold over 80 million machines.

And it’s just the start. From 2016 our Malmesbury HQ is doubling its footprint. The US, our biggest market, is doubling their sales scope. And new frontiers are opening up across South East Asia and beyond. More people, more ideas and more space for more invention. The next four years will be our biggest and busiest yet.

2.(JD story – one man and an idea, where it all began, still leads the business today, family owned)

Not many global technology companies can say they’re still led by the founder. But we can. The same man who invented the first bagless vacuum, who persevered for 15 years to sell his idea, then took on Hoover when they stole it. And the same man who, as our Chief Engineer, has personally overseen every Dyson invention since.

James Dyson still defines the spirit of Dyson today. His entrepreneurial edge and tenacity guide our fighting spirit. Still family owned, we’re fiercely independent. Who we are and what we invent is down to us, and us alone. And we remain committed to keeping it this way.

3.(Multiple categories – from vacuums to global technology business, the new product categories we’ve entered, our own motor, four categories to come by 2020)

Much has changed since James Dyson launched the bagless vacuum that started our business. In the time since, Dyson engineers have invented heat-free hand dryers, bladeless fans, long-life LED lighting and even our own digital motor.

Today, vacuums represent just half of our sales. And Dyson has even broader ambitions still. With a future technology pipeline spanning 25 years, the next few are set to be our busiest yet. 3,000 new people. 100 new machines. And four brand new product categories by 2020. So get ready for the next big thing.

4. (Problem solvers – our approach to engineering, we see problems and engineer better solutions, transplanting technologies for new purposes)

Why put up with vacuum bags that diminish suction? Why labour drying hands with slow, energy-hungry machines? Why should fans use blades or lightbulbs fail so fast? There’s always a better way. And at Dyson, our mission is to find it. Solving old problems with new thinking, to invent machines that work better.

But innovation isn’t easy. Our engineers experiment relentlessly, persevere through failure, and search for answers in unlikely places. And, to put the technology they invent into our owners’ hands, Dyson commercial people do exactly the same. Defying convention. From source, to shop.

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
1. ONLINE CUSTOMER SERVICE

Email Correspondence

• Review and enthusiastically respond to customer concerns via email within 3-hours of receiving

• Conduct research to determine the best solution that fully resolves a customer’s concerns, and capture customer data and input it into CRM

• Identify sales opportunities and drive revenue – situations where a customer may benefit from a new product and an upgrade in technology

• Use concise and specific language that upholds the Dyson brand and resolves customer concerns expeditiously
Live Chat

• Identify and capture sales opportunities to drive revenue and achieve conversion rates

• Conduct real-time research to determine the best solution for the customer – this requires immediate responses and quick thinking

• Passionately manage proactive and reactive messages initiated to address needs of customers

• Responsible for resolving a plethora of customer issues including sales, check out support, technical trouble-shooting, and service requests
2. SOCIAL MEDIA MONITORING, WEBSITE QUALITY ASSURANCE AND PROJECT SUPPORT

• Monitor targeted social media websites for actionable content from consumers and report these opportunities to the Associate Online Customer Service Manager

• Report any and all trends found while monitoring targeted and non-targeted social media and other websites

• Assist in the preparation of the monthly Dyson.com user review program reports

• Provide website quality assurance testing support of the US website before, during and after the implementation of updates for errors in product pricing, availability and/or overall functionality.
3. FULFILL 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
Experience and Education
• High School diploma or equivalent required

• Minimum 2 years experience in a customer service position, call center experience preferred

• 1+ years of experience in an online customer support role required

• Experience with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.)

• 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
Skills/Competencies
• 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

• Ability to type 50 wpm

• Dependable, professional, enthusiastic and flexible

• Strong writing skills and attention to detail

• Knowing when to work independently and when to ask for help Evening and weekend hours required

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

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