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Customer Experience Online Advisor, Spanish Bilingual

Summary

Salary
Competitive
Team
Customer Service and Inside Sales
Location
United States - Illinois Remote

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 with an additional office in Ann Arbor, Michigan. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

Come join Dyson’s fun, fast paced, and growing Owner Experience team as a Customer Experience Online Advisor! As an Advisor you will be responsible for delivering an outstanding, positive customer service and sales experience to consumers via live chat, email, and SMS monitoring. Advisors will also provide support for projects related to the Dyson.com online spares and accessories e-commerce store, the Dyson.com support section, as well as contact customers to address issues that are raised through the Dyson.com user review program. You will also support customers by chat, email and/or phone during peak times and overflow. This is a full-time REMOTE position with a starting hourly rate of $16.00 and a full benefits package available the 1st of the month following 30 days of employment. Training will be provided and performance bonus/incentive opportunities are available.

About the role:

Live Chat

  • Resolve a plethora of customer issues including sales, check out support, technical trouble-shooting, and service requests
  • Conduct real-time research to determine the best solution for the customer – this requires immediate responses and quick thinking
  • Identify and capture sales opportunities to drive revenue and achieve conversion rates
  • Communicate information on other Dyson products to promote cross-selling opportunities to existing customers
  • Input customer sales information into CRM system in order to process orders efficiently and in a timely manner
  • Achieve effective and timely resolution of customer inquiries, issues, or questions, aiming for a first contact resolution and escalating where appropriate
  • Ability to handle 3+ chats concurrently is a must

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 system
  • 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

Embody the qualities of an engaged, motivated, and proactive team member

  • Handle chat, email and/or telephone calls from customers with pre-sales support inquiries, after-sales support issues, and technical questions on products (as needed during peak times and overflow)
  • 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
  • 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

           

About you:

  • High School diploma or equivalent required, some college preferred
  • Minimum of 3 years’ experience in a high quality customer service role required
  • 1 year of experience in an online customer support role that includes live chat required (equivalent work experience may be considered)
  • Experience working in a remote, work from home environment a big plus
  • Prior experience selling a product or service is ideal
  • Knowledge of CRM systems (SAP) and live chat platforms (BoldChat) preferred
  • Experience working in a major ecommerce customer support environment preferred
  • Familiarity with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.)
  • Ability to fluently speak and complete written communications in Spanish

Skills

  • Ability to understand the Dyson brand and uphold its integrity.
  • Strong/advanced written and oral communication skills required – must be demonstrated
  • 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 computer and other systems; ability to type 50 wpm
  • Demonstrated experience applying the following skills: negotiation, multi-tasking, analytical & conceptual thinking, and time management
  • Self-awareness including knowing when to work independently and when to ask for help
  • Punctuality and consistent work attendance are required
  • Ability to work a flexible schedule including evenings, weekends, holidays and required overtime
  • 0-5% travel may be required
  • Must have a designated (separate from general living areas), distraction-free space to work in that is free from background noise during work time

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 accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer. 
 


At Dyson, it's about more than our machines. We recognise that our success comes from our inventive people. We believe in including everybody and supporting you on your journey with us

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.