Online Team Lead

Summary

Salary
Confidential
Team
Customer Service
Location
USA
Location details
Remote

Description

To oversee the day-to-day activities of the Customer Experience Online team, including reporting, oversight to proper allocation of staffing across all channels – chat, email, SMS, social media, user reviews and voice, oversight of new Digital initiatives, SharePoint development and acting as primary point of support and assistance to the Online Advisors.  The Online Team Lead will also oversee the day-to-day activities of social media monitoring and the Dyson review program and provide assistance as needed to the Supervisors, and Operations Managers.


Accountabilities

 Email Program

  • Oversee the day-to-day activities of the Online team
  • Provide support to the Online team with their responses to customer emails
  • Work with the Supervisors and Operations Managers 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, including maintenance and continued development of the Digital Team SharePoint page
  • Provide additional feedback and coaching to continuously improve the response quality of the Digital Team

 Live Chat Program/SMS 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
  • Work with the Supervisor to ensure that the Live Chat program is successful
  • Monitor the chat queue to ensure interactions are being given appropriate priority and the wait time is within the agreed upon timeframe
  • Monitor SMS interactions to ensure customers are being provided a high-level of customer service
  • Monitor the SMS queue to ensure interactions are being given appropriate priority and the wait time is within the agreed upon timeframe

Social Media/Dyson Review Program Support

  • Provide support to the Supervisors and the Online Advisors with social media initiatives, such as monitoring Facebook and Twitter activity, as needed. 
  • Ensure we are engaging on all pre-determined user review platforms consistently, appropriately and in the agreed upon time frame

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

Education and Experience
  • High School diploma or equivalent required
  • Minimum of 3 years’ experience in a high quality customer service role required
  • At least 1 year experience in an online customer service environment, including chat and email support required
  • Previous leadership experience preferred. If none, exemplary Dyson customer service performance will be considered.
  • 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 with Quality Assurance testing of a major ecommerce website preferred

Skills
  • 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
  • Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment
  • Dependable, professional, enthusiastic and flexible
  • Demonstrated experience applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, and time management
  • Knowing when to work independently and when to ask for help 
  • Ability to work a flexible schedule including evenings, weekends, and required overtime


Benefits

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. 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 February 2019