Remote Sleep Wellness Customer Advocate

Sleep Number Corporation; United States; Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

Job summary

Sleep Number Corporation is seeking a Customer Service Representative to be the brand ambassador on the front line of customer experience calls. You will resolve owner needs via phone, answer questions, address product issues, and guide customers toward solutions within Sleep Number policies.

You will record accurate owner information, collaborate with the field services team, and strive to exceed efficiency and quality metrics while delivering personalized, WOW-worthy service.

Qualifications

• 1-2 years customer service experience required, call center experience a plus.
• Sales experience a plus.
• Excellent communication skills, both written and verbal; English proficiency required.

Responsibilities

• Answer incoming calls from owners, the field services team, and the retail field in a prompt fashion.
• Serve as an expert for owners of Sleep Number products by answering general order and product related questions, diagnosing and resolving specific product & technology concerns.
• Record specific and accurate owner information, product codes and resolution notes.
• Own and elevate the owners experience by advocating and seeking assistance/approval for owner requests outside of normal procedures or policies.
• Share excitement and experiences with the Sleep Number family to continuously grow knowledge base in all brand ambassadors.
• Expected to meet Efficiency Metrics which could include (but are not limited to) Talk time, Hold time, After Call Work, Transfer Rate, Not Ready time, and Adherence.
• Expected to meet Quality Metrics which could include (but are not limited to) quality monitoring, Customer Satisfaction, NSAT (net satisfaction score), Technical literacy and First Call Resolution

Skills

Active listening

Interpersonal communication

English proficiency

Customer-focused

Team collaboration

Microsoft Office

Problem solving

Tools

Microsoft Office

Job description

Sleep Number Corporation is seeking a Customer Service Representative to be the brand ambassador on the front line of customer experience calls. You will resolve owner needs via phone, answer questions, address product issues, and guide customers toward solutions within Sleep Number policies.

You will record accurate owner information, collaborate with the field services team, and strive to exceed efficiency and quality metrics while delivering personalized, WOW-worthy service.