Delivery Resolution Specialist - Customer Care & Retention

Sleep Number Retail Corporation

New Orleans (LA)

On-site

USD 45,789,000 - 61,951,000

Full time

5 days ago

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Benefits offered by this job

Medical insurance

401(k)

Paid time off

Wellbeing resources

Job summary

Sleep Number is seeking a Resolution Specialist to proactively manage complex delivery-related disruptions and customer issues following service execution. This role serves as the primary contact for recovery cases, coordinating with field technicians, logistics partners, and internal teams to retain relationships and prevent cancellations.

You will execute defined recovery and retention processes with a high degree of customer care, professionalism, and attention to detail, including proactive

Qualifications

Minimum two years of customer service or resolution experience.
Strong verbal and written communication skills.
Ability to manage multiple concurrent cases and meet service expectations.
Proficiency with customer support systems and standard office software.

Responsibilities

Provide advanced customer resolution support as the single point of contact.
Coordinate with field technicians, logistics partners, and internal teams.
Explain issues, plan rescheduled deliveries, and set expectations.
Escalate and document outcomes, monitor case progress and follow-up.
Drive retention actions and communicate via phone, email, and case tools.

Skills

Customer service

Case management

Communication

Multitasking

Office software

Customer support systems

Job description

You will execute defined recovery and retention processes with a high degree of customer care, professionalism, and attention to detail, including proactive

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