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Customer Experience Specialist

Job Location Minneapolis, Minnesota

Position Purpose

The Customer Experience Specialist is responsible for identification and action on improvements and sustainable solutions that will advocate for our customer. Recognize and execute improvements to standard work and communication to improve the level of service we can provide on products, policies and processes.  Provide system and process information to agents in a sustainable and consumable format.  Work within a team environment to drive towards the overall strategy and vision of the customer experience.

Primary Responsibilities

  • Subject Matter Expert on product and all related components and provides insight and recommendations to business leaders.
  • Communicate complex processes in a simplified way to agent audience. Responsible for researching, tracking and managing product related issues, processes and policies that are unclear or unable to be resolved by within current tool kit of CRC agent.
  • Manage projects from multiple aspects; product knowledge, system set up, documentation, serviceability, warranty policy, service policies, communication and standard work.
  • Work closely within the team to partner on the holistic experiences as it relates to the customer.
  • Develop standard work to remove process failure points and decrease process variability.
  • Assists in prioritization of order workload, understands business priorities and impact and identifies resource needs accordingly in order to meet goals
  • Streamlines and simplifies processes to support the customer experience, reduce long term product issues to minimize overall CRC workload
  • Support change efforts; participate in cross-functional process improvement teams

Key Performance Indicators (KPIs)

  • Ability to meet deadlines
  • Ability to communicate, document and define processes
  • Ability to provide actionable insights into customer experience improvements

Experience, Education, & Certifications:

  • Prefer Associate Degree in Business
  •  2+ years customer service experience with an understanding how our products, processes and policies impact on the customer experience.
  •  Prefer 1+ year Sleep Number experience

    Knowledge, skills & abilities:

  • Demonstrated leadership, problem solving, negotiation, interpersonal communication and active listening skills
  • Excellent communication skills, both written and verbal; capability to understand written and verbal instructions
  • Resiliency to embrace challenges and strive to find creative solutions
  • Talent to maintain proper phone etiquette, demonstrate patience, exude empathy and consistently strive for a positive attitude to facilitate calm and productive conversations with customers and coworkers
  • Relies on advanced computer skills with proficiency in Microsoft Office applications (data entry, email, customer and order management software)
  • General understanding of the life cycle of an order
  • Advanced understanding of products, technology and components
  • Attention to detail
  • Knowledgeable in Siebel and Oracle order process systems including BOM and SKU basics a plus

Working Conditions:

  • Position located at home office
  •  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 R858
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  • Customer Relationship Center, Minneapolis, Minnesota, United StatesRemove