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Online Chat Professional

Job Location Minneapolis, Minnesota

Position Purpose 

The Online Chat Professional is a Sleep Number brand ambassador serving as the front line for customer experience sales interactions via live chat. They are responsible for meeting established sales goals by understanding customer needs and matching them to product solutions while utilizing the Selling by Numbers sales process. They also assist customers in completing website transactions to enable Ecommerce to consistently achieve its revenue goal.

Primary Responsibilities

  • Answer multiple incoming sales chats at a time in order to close sales
  • Utilize Selling by Numbers sales process to guide customer interactions
  • Exceed sales goals as established by the Digital Experience Manager
  • Effectively explain product and promotional details
  • Accurately capture and record all customer information necessary to conduct business
  • Recommend, assist with, and/or implement process improvements
  • Attend and actively participate in all scheduled coaching, training and certifications
  • Communicate relevant feedback (productivity or customer related) to the Digital leadership team
  • Ability to back up customer service chats and emails as necessary
  • Other responsibilities as assigned

Position Requirements 

  • 1-2 years sales experience preferred; experience in a call center or live chat environment a plus
  • Experience with operating multiple computer programs at the same time

Knowledge, Skills & Abilities

  • Proven ability to multitask effectively
  • Excellent understanding and consistent usage of proper grammar when interacting with customers
  • Must be able to maintain proper etiquette, demonstrate patience and consistently strive for a positive attitude in order to facilitate calm, positive and productive interactions with customers
  • Excellent reading comprehension abilities with the insight to quickly and easily read others through written cues
  • Demonstrated ability to respond appropriately and professionally to customers, coworkers and other departments
  • Dynamic and engaging communication skills, both written and verbal; must be able to understand written and verbal instructions in English as well as demonstrate proficient online writing/typing skills
  • Demonstrated problem solving and interpersonal communication skills
  • 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
  • Demonstrated work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment; able to work under pressure and effectively manage stress
  • Energizing self-starter who is results driven and skilled in autonomy with the desire to succeed in an individualized sales environment
  • Interest in new media, consumer-generated content and digital influence
  • Willingness to participate in cross-functional collaborations
  • Intermediate computer skills required (data entry, email, customer relationship 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 and could change as business needs dictate

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 R3176
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  • Customer Relationship Center, Minneapolis, Minnesota, United StatesRemove