Bilingual Call Center Specialist

Summary

Salary
$15.50/hr + bonus opportunity available
Team
Customer Service
Location
Aurora, IL, USA

Description

Come join Dyson’s fun, fast paced, and growing Owner Experience team as a Bilingual Customer Experience Specialist! The Specialist will be responsible for delivering an outstanding, positive customer service and sales experience to consumers who call in with pre-sales support inquiries, after-sales support issues, and technical questions on products. You will also contribute to meeting sales goals and objectives by selling Dyson products to new and existing customers. We offer a casual dress code, a healthy work/life balance, free onsite parking, as well as a free shuttle to and from the Route 59 train station. This full-time position has a starting hourly rate of $15.50 and a benefits package available the 1st of the month following 30 days of employment. Training will be provided and performance bonus/incentive opportunities are available. Ability to work till 8:00pm during weekdays and on Saturdays required. 

This position is located at our contact center in Aurora, IL

Monday through Friday 11:00 AM CST to 8:30 PM CST. Tuesday, Wednesday or Thursday will be an off day. Saturday from 9 AM CST to 6:00 PM CST. Hours are subject to change due to business needs.


Accountabilities

Deliver an outstanding positive customer experience 

  • Build rapport with each customer and demonstrate a helpful demeanor
  • Troubleshoot issues at the customers’ level of understanding as well as perform hands-on technical diagnosis and resolution of mechanical problems
  • Track warranties, parts and repairs
  • Achieve effective and timely resolution of customer inquiries, issues, or questions, aiming for a one-call resolution and escalating where appropriate
Sell Dyson products and services to customers
  • Identify sales opportunities and drive revenue – situations where a customer may benefit from a new product and an upgrade in technology
  • Communicate information on Dyson products to generate sales to new customers
  • Effectively develop rapport with customers to identify the best product to fit their needs and close the sale
  • Input customer sales information into CRM system in order to process orders efficiently and in a timely manner
Uphold Dyson and Contact Center standards of performance
  • Maintain a consistently high level of productivity and call quality
  • Produce accurate and complete documentation of customer interactions and activities in computerized database (CRM)
  • Maintain superior attendance and punctuality
  • Align daily activities to fulfil Dysons’ business objectives
Embody the qualities of an engaged, motivated, and proactive team member
  • Demonstrate resilience and adaptability in a continuously changing work environment
  • Take ownership of the impact of decisions and actions; exercise sound judgment in all interactions
  • Support all team members in achieving goals
  • Take initiative to think outside the box and identify opportunities for improvement
  • Relish opportunities to pick up new projects or responsibilities that fall broadly in the purpose of the role


Skills

Education and Experience

  • Minimum of 2 years’ experience in a high quality customer service role required
  • Spanish and English language proficiency is required  
  • 1 year of call center experience ideal; high volume inbound call center experience preferred 
  • High School diploma or equivalent required, some college preferred
  • Experience selling a product or service is preferred
  • Knowledge of customer relationship management software (Siebel, SAP) and call management systems (Avaya BCMS/CMS) preferred

Skills

  • Ability to understand the Dyson brand and uphold its integrity
  • High level customer service orientation required, including a desire to help or serve others, identify and meet their needs, and build rapport
  • Proven technical aptitude including proficiency with Microsoft Office, a telephone/computer and other systems
  • Demonstrated experience applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, and time management
  • Strong written, verbal and interpersonal skills – bilingual is a plus
  • Proven experience working on a team
  • Ability to work a flexible schedule including evenings, weekends, and required overtime
  • Ability to push, pull and lift up to 30lbs


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: 04 September 2019