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Customer Experience and Sales Specialist - Call Center

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POST DATE 9/2/2016
END DATE 10/10/2016

Advantage Resourcing - XPO Aurora, IL

Company
Advantage Resourcing - XPO
Job Classification
Full Time
Company Ref #
148509
AJE Ref #
576064041
Location
Aurora, IL
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
High School Diploma or GED

JOB DESCRIPTION

APPLY
Job Description:

Dyson is seeking great customer service agents to be a part of our team! Our agents need to be customer oriented, have great telephone etiquette and be able to work the hours of 11am - 8pm Monday through Friday and Saturdays from 8am - 6pm. We are closed on Sundays. Our agents start at $12p/h but have a lot of opportunity to earn incentive pay! After incentives the average pay for our agents is $15.03, agents in the top 10% are making $18+p/h.

We offer full time positions with great benefits and opportunities for growth.

Apply today!

PURPOSE OF POSITION:

A Dyson Customer Experience Specialist will handle calls from customers with pre-sales support inquiries, after-sales support issues, technical questions on products, and cross-selling Dyson products and services to existing customers. This position is located at Dyson's Contact Center located in Aurora, IL. (Close to the train station - free shuttle to and from, free onsite parking, full benefits/insurance, base pay plus performance bonus, casual dress - jeans, good schedules -no third shifts; interactive/team/hands-on/fun environment, work/life balance!)



MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES:

Deliver an outstanding positive customer experience

* Build rapport with each customer and demonstrate a helpful demeanor

* Trouble-shoot customer issues at the customers level of understanding

* Take ownership of customers issues, aiming for one-call resolution

* Achieve effective and timely resolution of customer inquiries

* Perform hands-on technical diagnosis and resolution of mechanical issues

* Demonstrate consultative selling approach

* Cross-sell newest technology based on the customer s interests and needs

* Ability to absorb a customer s objection, and re-position the same or similar product that fits the customer s needs



Maintain customer account information

* Complete tracking of all interactions with customers in a computerized database

* Track warranty parts and repairs

* Perform order entry

* Utilize intelligent offer technology to cross-sell our newest technology



Uphold Dyson and Contact Center standards of performance

* Maintain superior attendance and punctuality

* Sustain a high level of call quality at all times

* Maintain a consistently high level of productivity

* Produce accurate and complete documentation of customer interactions and activities



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

* Align daily activities to fulfill Dyson business objectives

* Demonstrate resilience and adaptability in a continuously changing work environment

* Take ownership of the impact of decisions and actions

* Support all team members in achieving service and sales goals

* Communicate trends to the management team

* Exercise sound judgment in all interactions



Fulfill other duties as required

* Relish opportunities to pick up new activities that fall broadly in the purpose of the role

* Take initiative to think outside the box and identify opportunities for improvement

* Identify problems and find solutions



Individual Qualifications

Experience and Education

Skills

Dyson Behaviors

* Minimum of three years experience in a high quality customer service role required

* One year call center experience preferred

* One year of inbound call center sales experience preferred

* Knowledge of customer relationship management software and call management systems (Avaya BCMS/CMS) preferred

* High School diploma or equivalent required, some college preferred





* Ability to understand the Dyson brand and uphold its integrity


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


* Ability to work a flexible schedule which may include evenings and weekends and required overtime


* Strong written, verbal and interpersonal skills


* Background that includes daily application of the following skills: negotiation, analytical & conceptual thinking, and customer service


* Proven technical aptitude


* Proven experience of working in a team


* Ability to push, pull and lift up to 30lbs


* Ability to answer incoming calls wearing a headset for long periods of time

* Bilingual skills strongly desired

* Ingenious - An innovative yet objective thinker

* Fighter Getting the best result * Explorer Being curious, diverse and inclusive

* Architect Creating the climate for success







About Dyson

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) 706-226.

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.