SUMMARY

Salary:
$24.00 - $26.00/hour + bonus opportunity
Team:
Repair Services
Location:
United States - Fort Lauderdale Service Center

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.

Our Customer Service team forms a direct link between the business and Dyson owners. The team are technology experts, trained to give specialist advice and guidance to solve real problems for people. Working to daily targets, they resolve technical queries, provide product information, deliver excellent customer service and upsell.

Responsibilities:

• Track and monitor key performance indicators including Net Promoter score measurements to ensure high customer satisfaction levels
• Work alongside center staff to repair products and help customers as needed
• Identify and capture sales opportunities with new and existing customers to drive revenue and achieve conversion rates
• Handle and resolve escalated service, repair and customer issues
• Meet or exceed key performance indicators of service levels within service location
• Arrange and manage site schedule to ensure optimal coverage
• Supervise P&L, including shipping and labor costs, keeping within budget
• Maintain a safe work environment by conducting daily quality assurance assessments and reviews
• Collaborate to develop new product training and continued product knowledge
• Ensure all process activity is communicated and Dyson service levels are understood
• Continually evaluate training needs and opportunities to best support consumer repairs within the service center
• Manage point of sales system and reporting functions
• Capture and report any emerging product reliability and safety issues
• Submit weekly required reports on service activities within the service center
• Gain an understanding of the Dyson brand and uphold its integrity