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Customer Service Representative

Jefferson, Louisiana
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Our customer service team is responsible for delivering on our brand promise and making sure that no matter why the customer contacts us, their questions are answered the first time.

When you join Sleep Number, you’ll start with a comprehensive training program to learn about our products and processes. Then, we’ll place you on a supportive team and encourage you to be yourself with customers. No rigid scripts to follow here.

If you’re sincere and empathetic, have previous experience in the service industry, and feel fulfilled when you make a difference for others, you sound like our kind of person. And because customers operate our smart beds from their phones or tablets, having previous technology experience makes you a great candidate.

Success Profile

What makes a successful Customer Service Representative? Here are the traits we’re looking for:

  • 10Communicator
  • 10Good listener
  • 10Compassionate
  • 10Helpful
  • 10Positive
  • 10Trustworthy
  • Collaborative
  • Consistent
  • Flexible
  • Self-starter
  • Responsible
  • Efficient
  • Productive
  • Technologically savvy

Quote

"Knowing that I have the opportunity to improve someone’s sleeping experience on every call makes me happy I joined the Sleep Number team."

Samantha J., team member since 2017

Here’s just one example of the many customer service career paths available to you at Sleep Number.

  1. Customer Service Representative
    1. Retail Support Representative
      1. Supervisor
    2. Customer Advocacy Specialist
      1. Supervisor
    3. Innovation Specialist
      1. Supervisor
    4. Save the Sales/Returns Team
      1. Supervisor

Benefits & Perks

  • Benefits

    Full benefits within 30 days; we’ve got you covered mind, body and soul

  • Total Compensation

    Competitive hourly rate; annual incentive plan; 401(k) plan + match

  • Team

    Small, close-knit team that feels like family; everyone is committed to providing the highest level of customer service

  • Time Off

    Set schedule + paid company holidays + paid time off

  • Product

    Innovative, award-winning products that truly make a difference in customers’ lives

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 Select Comfort process and policy, while providing individualized solutions that WOW.

Primary Responsibilities

  • Answer incoming calls from owners 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 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 and Not Ready time
  • Vision Metrics which could include (but are not limited to) quality monitoring using the WOW Factor, Customer Satisfaction, NPS (net promoter score), Technical and First Call Resolution

Position Requirements

Experience:

  • 1-2 years customer service experience required, call center experience a plus
  • Sales experience a plus

Education (required):

  • 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)

Working Conditions (if applicable)

  • 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

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R865
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