Customer Experience Supervisor

$ Confidential

Aurora, IL, United States

Description

The Customer Experience and Sales Supervisor is responsible for leading and developing a team of Customer Experience Specialists in the pursuit of excellent customer service and customer satisfaction.  The Customer Experience and Sales Supervisor manages the day-to-day activities of all team members to ensure key performance indicators, sales behaviours, and productivity levels are achieved.  

Market Overview

Dyson moved US customer care operations from Chicago to a dedicated $1.5 million contact centre in nearby Aurora during 2012. The 14,000 sq. ft building provides an acoustically engineered open-plan environment, including space for our 250 Dyson experts to disassemble machines while on support calls.

Function Overview

Our Customer Service team epitomises Dyson’s problem-solving ethos. There’s no query our Ask Dyson teams can’t answer. And there’s no fault our Field Service engineers can’t fix.

Driven to turn owners into passionate advocates of the brand, our team makes each experience rewarding. It requires in-depth knowledge and genuine passion for Dyson technology. So we never miss an opportunity to talk about Dyson’s latest machines – and frequently sell products as well as solve problems. From letters and emails, to calls, online and social media, our team is constantly evolving to give better service.

Accountabilities

Lead and develop a team of Customer Experience Specialists

  • Identify development areas for each Specialist and ensure they have a meaningful personal development plan in place
  • Engage in regular 1 on 1 discussions with each Specialist to review developmental progress and successes; discuss potential solutions and coach and advise as necessary
  • Conduct regular team meetings to ensure employees are informed of departmental changes, overall departmental performance, as well as company news and updates
  • Partner with Site Manager and Human Resources to execute talent management plans

 

Lead a team of Customer Experience Specialists to sell Dyson products

·        Develop and engage a team in sales activities and contests

·        Track daily, weekly, and monthly performance against sales and revenue targets

·        Demonstrate knowledge, passion, and a creative aptitude to consistently achieve and exceed targets

·        Conduct oneself in a proactive manner that will identify opportunities, and shift behaviours that will lead to an Iconic customer experience and successful selling

·        Ensure selling is conducted with a high level of integrity

 

Drive all day-to-day operational activities through to successful completion

  • Partner with other departmental Supervisors to communicate, monitor, and enforce all policies, practices, and procedures uniformly; this includes but is not limited to call quality monitoring, attendance standards, data entry practices, and recognition program rewards
  • Ensure all team members are responding to customer concerns in a timely and efficient manner
  • Monitor behaviors and skills of Specialists to ensure they are professional, friendly, confident, and capable with all aspects of call handling
  • Manage employee relation situations professionally and consistently within company guidelines
  • Offer guidance and support to all team members in an effort to minimize unnecessary absenteeism
  • Identify change initiatives to support successful productivity levels and quality customer service; promptly and thoroughly implement agreed-upon changes
  • Address escalated calls promptly and professionally in a manner that resolves the customer concern without burdening the business
  • Review and update productivity tools to monitor real-time and long-term performance, and to identify areas of improvement
  • Participate in the department’s recruitment activities to ensure Dyson hires the best talent available
  • Performance manage Specialists who do not consistently reach targets, adhere to commitments to attendance/reliability, and other policies

 

Cultivate and maintain relationships with other members of the Customer Experience team as well as key inter-departmental contacts

  • Share best-practices with fellow Supervisors and other members of the management team to support overall team development
  • Ensure call center team members are properly supported and informed of needed information to best conduct day-to-day tasks as well as special projects
  • Actively contribute to all discussions and activities
  • Develop an understanding of compliance, job functions, and departmental operations at all levels of the Dyson organization

 

Fulfill other duties as required

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

·        Fix things that need fixing; identify problems and find solutions

Skills

Qualifications:

 

Experience and Education

Skills/Competencies

 

·      Minimum 3 years experience in a supervisory capacity required

 

·      Minimum 2 years inbound or outbound based sales strongly preferred

 

·      HS Diploma/GED required

 

·      Bachelor’s degree strongly preferred

 

·      Call center experience strongly 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 needs; demonstrated ability to resolve escalated customer issues

 

·  Proven ability to make sound decisions based on previous experiences

 

·  Strong written and verbal communication history including the ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to suit the audience

 

·  Proven success in analytical thinking situations

 

·  Proven ability to motivate, inspire, and lead a growing team in an ever-changing business environment

 

·  Proven ability to successfully collaborate cross-functionally to achieve business objectives

 

·  Ability to work a flexible schedule when needed, which will include evening and weekend support

 

·  In-depth working knowledge of customer relationship management software and call management systems a plus

 

·  Intermediate-level user of the following MS Office programs strongly preferred:  Excel, PowerPoint, and Word

 

·  Bilingual (fluent in English/Spanish) a plus

 

·  Ability to lift, push, and pull up to 30 lbs.

Benefits Overview

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(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: 20-Nov-2017