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 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 the customer experience.
Primary Responsibilities and Duties
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
Other Responsibilities
- Special projects and other duties as assigned.
- Recommend, assist with, and/or implement process improvements
- Attend and actively participate in all scheduled coaching, training and certifications
Qualifications
Education, Related Experience, Certifications
- 1-2 years customer service experience required, call center experience a plus
- Sales experience a plus
Knowledge, Skills
- Active listening skills and strong interpersonal communication skills
- Demonstrated ability to maintain professional phone etiquette, exercise patience and empathy, and foster positive, productive customer interactions.
- 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
- Customer-focused mindset with a proven ability to understand unique customer needs and develop personalized solutions to achieve positive outcomes.
- Strong team collaboration and relationship-building skills, with the ability to foster positive partnerships and contribute to an inclusive, customer-focused culture.
- Self-motivated and results-oriented professional with the ability to work independently, manage competing priorities, and succeed in a highly automated sales or service environment.
- Adaptability and resilience in fast-paced, dynamic environments, with the ability to quickly adjust to changing priorities, processes, and customer needs.
- 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 MS TEAMS, navigating multiple screens and browsers at a time)
Working Conditions and Schedule
- Flexibility with work schedule which will include evenings, weekends and holidays
- Remote position
- This role does not have a travel expectation
- Must have access to hard-wired internet and a quiet work area where distractions and noise are minimal (cannot use Wi-Fi or cellular data)
- 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 mbps download and 5 mbps upload speed for a single user. This speed must be maintained consistently 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
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.
Wellbeing
At Sleep Number, wellbeing isn’t a program—it’s part of who we are. We support team members and their families across emotional, financial, career, community, and physical health, all anchored in sleep.
Along with competitive pay, 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.
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