Resolution Specialist

Sleep Number Retail Corporation; New Orleans (LA); On-site; USD 45,789,000 - 61,951,000; Full time

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

Sleep Number is the leader in personalized sleep wellness. Backed by almost 40 years of innovation, Sleep Number has helped more than 16 million people achieve their best sleep. We are guided by our purpose – improving lives by personalizing sleep. This is exemplified through our 3,000+ purpose-driven team members who passionately innovate to drive value creation through our fully integrated business model, owning the process from start to finish, and care at every step. At Sleep Number, you'll be part of a team redefining what's possible in sleep, health, and wellness. Backed by world-class research and continued innovation, we create mattresses with adjustable firmness, pressure relief, and temperature-balancing comfort that adapt to customers' changing needs, night after night, year after year. Our people thrive in a culture where purpose, innovation, and customer experience drive every decision. Join us and help shape the future of sleep wellness.

Job Summary

The Resolution Specialist is responsible for proactively managing complex delivery-related disruptions and customer issues following initial service execution. This role serves as the primary point of contact for assigned recovery cases, coordinating with field technicians, logistics partners, and internal teams to resolve issues, retain customer relationships, and prevent cancellations or returns. The Resolution Specialist focuses on executing defined recovery and retention processes with a high degree of customer care, professionalism, and attention to detail.

Primary Responsibilities and Duties

• Provide Advanced Customer Resolution Support
• Serve as a single point of contact for customers experiencing delivery disruptions, reschedules, or service failures.
• Proactively contact customers to explain service issues, coordinate rescheduled delivery plans, and set clear expectations.
• Answer escalated customer calls and support field technicians, logistics partners, and other customer service teams by coordinating information and resolution steps during delivery or setup challenges.
• Review customer feedback and satisfaction surveys to identify unresolved concerns and initiate proactive outreach.
• Utilize Tools and Resources to Drive Resolution
• Collect and document information from internal partners to support issue resolution.
• Communicate with customers using approved systems and channels, including phone, email, and case management tools.
• Monitor case progress and ensure follow-up actions are completed within established service levels.
• Document customer insight and recurring themes to support continuous improvement discussions.
• Prevent Cancellations and Support Retention
• Act as a customer advocate during recovery interactions and reinforce commitment to service quality.
• Execute defined retention actions and maintain contact with customers through resolution and post-resolution follow-up periods (i.e., first 100 nights following prevented cancellation).

Qualifications

• Education, Related Experience, Certifications: Minimum two years of customer service or customer resolution experience, including exposure to escalated or non-routine issues required; an equivalent combination of education and relevant customer-facing experience may be considered.
• Knowledge, Skills Demonstrated: skill in professional verbal and written communication used to engage customers, explain resolution steps, document case outcomes, and manage sensitive or high-impact interactions.
• Demonstrated skill in managing multiple concurrent cases, prioritizing work effectively, and meeting established service expectations in a fast-paced environment.
• Proficiency with customer support systems and standard office software applications.

Working Conditions and Schedule

Must maintain a dedicated, safe, and reliable workspace that supports sustained use of standard office equipment in accordance with company guidelines. Second Shift hours (11:30am-8:00pm CT) with occasional rotational weekend support, based on business needs. Training schedule is 4 weeks, 8:00am-4:30pm CT, Monday through Friday.

Americans with Disability Act Disclaimer

Sleep Number will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and other applicable federal, local, or state laws.

Hourly Pay Range

$18.80 -$18.80

Wellbeing At Sleep Number

• eligible team members receive robust benefits such as medical, pharmacy, dental, life and disability insurance, a 401(k), paid time off, and additional resources that promote lifelong wellbeing.

EEO Statement

Sleep Number is an equal opportunity employer. We cultivate a workplace culture where everyone is valued, respected, and treated fairly.