Online Advisor

permanent
Fully Remote

Applicants must reside in: United States

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 phone during peak times and overflow.

MAIN ACCOUNTABILITIES AND SUPPORTING ACTIVITIES

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

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

Telephone Support

  • Handle 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)

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
  • 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

Experience

Experience and Education

  • High School diploma or equivalent required, some college preferred
  • 1 year of recent experience in an online customer support role that includes live chat required
  • Minimum of 3 years’ experience in a high quality customer service role required
  • 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 e-commerce customer support environment preferred
  • Experience working in a remote, work from home environment a big plus
  • Familiarity with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.)

Skills

  • Ability to understand the Dyson brand and uphold its integrity.
  • Ability to work a flexible schedule including evenings, weekends, select holidays and required overtime
  • Proven technical aptitude including proficiency with Microsoft Office, a computer and other systems; ability to type 50 wpm
  • 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
  • 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

Salary and Perks

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.

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.

About Dyson

We are agents of change.

We start by turning convention on its head. We're family owned, beholden to no one, so we can forge our own path - different and authentic.

Never satisfied, we constantly strive to find a better way. We solve problems that others choose to ignore with ingenious new technologies that defy convention and simply work better. In 1993, James Dyson launched the first bag-less vacuum cleaner but a lot has changed since then. As we continue to grow, we’re exploring new frontiers and traversing the unknown.

In 2012 we were 3120 people. Today we're over 12,500. Our future is bright and the next few years are set to be our busiest yet as we continue to innovate and disrupt with new categories, new machines and launching more demo stores all over the world. We never have and never will stand still.

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