Customer Resolution Specialist

About Us:  

 Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.  

Our Customer Service Helpdesk team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give our specialists advice and guidance to solve real problems for people in real time. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service, and upsell.  

About the Role: 

• This is a remote role that can be base in the US or Canada (Toronto) region. CST operating hours.

• Deliver an outstanding positive customer experience to consumers and frontline advisors  

• Provide support to customer experience team by handling supervisor and requested resolution chats through our Internal bot platform.  

• Ability to handle concurrency of up to 8 chats, while achieving Service Level targets- 10 second Average Speed of Answer (ASA)  

• Leverage all available resources to quickly resolve all customer concerns  

• Ability to absorb a customer’s objection and find a creative and acceptable solution  

• Identify resolution trends and communicate them to the leadership team and collaborate to find long term solutions  

• Offer guidance, support, and education to employees to help prevent future resolution issues.  

• Take ownership of customers’ issues, aiming for first contact resolution  

• Optimize customer experience on every interaction (Internal/External) by demonstrating a willingness to assist  

• Trouble-shoot customer issues at the customers’ level of understanding  

• Thoroughly walk Customer Experience team through proper troubleshooting steps utilizing appropriate resources (Resolve/TechSee)  

• Maintain positive relationships with Dyson customers by completing survey recovery  

• Support Workshop and Cielo Dashboard workflows  

• Support regional escalation email mailboxes (Voice/Digital)- Work with the Supervisors and Operations Managers to ensure that emails from customers are being responded to within the agreed upon timeframe  

• Special projects as needed and assigned by leadership  

About You: 

• Ability to understand the Dyson brand and uphold its integrity  

• Bilingual Language skills strongly preferred, French (Canadian)/Spanish

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

• Be a team player; positive and engaging demeanor   

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

• Maintain superior attendance and punctuality   

• Strong written, verbal, and interpersonal skills- Sustain a high level of call quality at all times  

• Proven technical aptitude- strong Excel skills, attention to detail  

• Proven ability to achieve Key Performance Indicator (KPI) metrics and productivity targets consistently  

• Ability to perform outgoing and incoming calls wearing a headset for long periods of time  

• Bilingual skills strongly desired  

Benefits: 

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.

Financial benefits:

• 401K with up to a 4% match
• Company paid Life Insurance and AD&D
• Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:

• Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
• Pre-tax Commuter Benefits (applicable areas only)
• Generous Child Care Leave Program
• Wellness Program
• Employee Assistance Program
• Generous Dyson Product Discounts

Health benefits:

• Multi-Level Healthcare Coverage Options
• Vision & Dental Coverage
• Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodatio