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.  We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.  

The Online Social Support Specialist will deliver an outstanding, positive customer experience to consumers through means of Social Media monitoring, and user review engagement, including voice, chat, and email contact throughout pre/post purchase lifecycle.  To assist the Supervisor, Customer Care in the administration of Dyson social media initiatives related to customer service and contacting customers to address issues that are raised by customers via the Dyson/retailer user review program with the goal of preserving and enhancing Dyson’s online reputation.  

About the Role: 

This team operates 24/7, including nights, weekends and holidays. Must have a flexible schedule.

Social Media monitoring; quality assurance and user review support  

• Monitor social media websites for actionable content from consumers, responding where appropriate according to the social media guidelines provided  
• Report any and all trends found while monitoring targeted and non-targeted social media and other websites  

• Monitor all user reviews and customer community responses across all participating sites, including Dyson.com, retailer, directly associated forums and affiliate sites as appropriate according to the user review/posting guidelines provided  
• Work closely with the PR/communications team to ensure responses are appropriate for the audience  
• Assist in the preparation of the weekly/monthly Dyson voice of the customer reports 
• Provide website quality assurance testing support of the US website before, during and after the implementation of updates for errors in product pricing, live events, availability and/or overall functionality  
• Use concise and specific language that upholds the Dyson brand and resolves customer concerns expeditiously  

• Ability to spot and accurately report trending customer concerns proactively to associated leadership teams as it relates to S&L, PR, Legal and etc.   
• Manage and monitor reporting as it relates to Voice of the Customer and Narvar surveys to effectively resolve concerns and provide robust resolutions to customers.  

Chat, Email, and Phone support throughout pre/post purchase lifecycle:  

• Review and enthusiastically respond to customer concerns via email within 30 minutes 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  
• Manage customer communications to resolution utilizing channels of Voice, Chat, Email, and/or social media platforms  
• Deescalate sensitive interactions with professionalism and customer satisfaction  
• Align to meeting/exceeding key performance indicators regarding response times to customer concerns  
• Adapt to understanding new and current technologies to expertly resolve customer inquiries  
• Manage multiple platforms within the social media realm with efficiency and dedication to customer satisfaction and service level requirements  

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  

• Be a team player with open communications and flexibility in mind  
• Identify and report trends to find solutions  
• Special projects as needed  

About You: 

• Flexible schedule with availability to work various hours, weekends and holidays.
• High School diploma or equivalent required  
• Ability to work a flexible schedule including evenings, weekends, and overtime  
• Minimum 2 years’ experience in a customer service position, call center experience preferred  
• 1+ years of experience in an online customer support role that includes live chat.  
• Experience with social media websites (i.e. Facebook, Twitter, Yahoo Answers, YouTube, etc.)  
• Experience using Sprinklr.

• Experience working in a major ecommerce customer support environment preferred  
• Experience working with a CRM program for a consumer brand preferred  
• Experience with Quality Assurance testing of a major ecommerce website preferred  
• 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   
• Dependable, professional, enthusiastic and flexible   
• Attention to detail and ability to work well on a team  
• Knowing when to work independently and when to ask for help   

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