Customer Service Representative

Company: Sleep Number
Location: Burnsville
Posted on: November 21, 2020

Job Description:

Position Purpose

The Customer Service Representative is a Sleep Number brand ambassador serving as the front line for customer experience calls. They are responsible for resolving owner needs via phone (questions, concerns, product issues, etc.), engaging the customer and confidently recommending a resolution within the span of Sleep Number process and policy, while providing individualized solutions that WOW.

Primary Responsibilities

--- Answer incoming calls from owners, the field services team, and the retail field in a prompt fashion
--- Serve as an expert for Sleep Number owners by answering general product related questions, diagnosing and resolving specific product 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
--- Recommend, assist with, and/or implement process improvements
--- Attend and actively participate in all scheduled coaching, training and certifications
--- Other duties as assigned by CS leadership

Key Performance Indicators

--- Core Metrics which could include (but are not limited to) Talk time, Hold time, After Call Work, and Not Ready time
--- Vision Metrics which could include (but are not limited to) quality monitoring, Customer Satisfaction, NPS (net promoter score), Technical and First Call Resolution

Position Requirements

--- 1-2 years customer service experience required, call center experience a plus
--- Sales experience a plus
--- High school diploma or GED required, advanced education preferred

Knowledge, Skills & Abilities

--- Active listening skills and strong interpersonal communication skills
--- Talent to maintain proper phone etiquette, demonstrate patience, exude empathy and consistently strive for a positive attitude in order to facilitate calm and productive conversations with customers
--- Excellent communication skills, both written and verbal; capability to understand written and verbal instructions in English as well as demonstrate proficient ability to speak English
--- Ability to provide a WOW experience to owners by making them feel understood and valued
--- Enthused about servicing Sleep Number owners and dedicated to finding individualized resolutions
--- Desire to be on a team and foster positive relationships with the Sleep Number family
--- Energizing self-starter who is results driven and skilled in autonomy with the desire to succeed in a highly automated sales or service environment
--- Flexibility to adapt and thrive in a fast paced, ever-changing call center environment
--- Intermediate computer skills with proficiency in Microsoft Office applications (data entry, email, customer and order management software, start up and shut down computer, using a search engine, bookmarking a site, using TEAMS, navigating multiple screens and browsers at a time)

Working Conditions

--- Ability to work remotely
--- Ability to sit 8 hours or more per shift and utilize standard office equipment such as a computer, keyboard and phone; tolerate moderate noise level due to surrounding conversations
--- Flexibility with work schedule which will include evenings, weekends and holidays
--- Ability to get to a Sleep Number store or facility should computer issues require it
--- Must have access to internet and a quiet work area where distractions and noise are minimal
--- You may be required to complete an internet speed test and communicate result of speed test to your leader. Should your internet speed test not be sufficient, your ability to work may be impacted
--- Required internet speed is 25 upload and 5 download speed for a single user. This speed must be maintained during working hours
--- You will be required to deactivate your wireless capability when using Sleep Number equipment during work hours
--- If there are lengthy disruptions to your power or internet service, you will be required to follow specific Sleep Number processes which may include, but not limited to, going onsite to work or taking unpaid time off if applicable
--- Sleep Number issued equipment can only be used for Sleep Number purposes
--- You must maintain only one designated work location
--- You will be expected to set up all Sleep Number issued equipment in your workspace
--- You will be expected to disassemble and return all Sleep Number issued equipment as directed by your leader upon request and/or upon ending of your role
--- By submitting an application, you acknowledge that you can meet all above listed requirements

Keywords: Sleep Number, Burnsville , Customer Service Representative, Hospitality & Tourism , Burnsville, Minnesota