Customer Service Representative II (Bilingual)

Company Overview

Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.

In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber

Position Purpose

The Customer Service Representative II (Bilingual) is a Sleep Number brand ambassador serving as the front line for customer experience calls. They are a universal representative that is expected to review, investigate, research, and resolve issues in a manner that drives first-contact resolution with the customer experience at the forefront. They are responsible for resolving customer needs via phone (questions, concerns, product issues, etc., engaging the customer and confidently recommending a resolution within the span of Sleep Number’s process and policy, while providing individualized solutions that provide the customer with a WOW experience. This role handles customers who have progressed their concerns beyond their first interaction, ensuring ownership and complete resolution for the customer. You will have the opportunity to build strong relationships with customers in your own remote workspace. This role allows the ability to work from home, rather than coming into the office every day.

Primary Responsibilities

• Serve as an expert for Sleep Number owners and their innovative products by answering technology-related product questions, diagnosing and resolving specific product concerns
• Focuses on creating enhanced experiences by listening to concerns, effectively capturing information and problem solving to provide complete resolution for customers using validated solutions
• Handle escalated and complex customer calls with the key objective of providing end to end resolution. Identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand, following up with customers when needed
• Serve as a Case Manager to customers with repeated or sophisticated needs, provide proactive follow up to ensure expectations have been met or to reset expectations
• Document specific and accurate customer information, product codes and resolution notes into any system of record and designated software. Consistently keep accurate records of all completed service activity
• Provide support to the rest of the relationship center and answer contacts from all queues as needed
• Other duties as assigned by leadership

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Position Requirements

• Fluency in English and Spanish language
• 2-4 years customer service experience required, call center experience preferred
• Sales experience a plus
• High school graduate or GED required; college degree preferred
• Active listening skills and strong interpersonal communication skills, capability to understand written and verbal instructions as well as demonstrate proficient ability to speak both English and Spanish languages
• Validated problem solving and analytical capabilities
• Excellent judgment allowing the ability to decipher the difference between resolving the reason for the call vs. appeasing the customer
• Ability to connect with and de-escalate customers while balance customer, business and shareholder needs
• Ability to organize tasks, prioritize, meet targets and work independently in a fast-paced environment
• Ability to maintain proper phone etiquette, demonstrate perseverance and a positive demeanor in order to facilitate calm, positive and productive conversations with customers.
• Intermediate computer skills with proficiency in Microsoft Office applications

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Working Conditions

• Ability to work remotely, participating in multi-week training and development sessions following the first day of orientation
• Ability to travel to a physical Sleep Number site on occasion, to obtain or fix equipment, etc.
• Able to sit 8 hours or more per shift and use standard office equipment such as a computer, keyboard and phone
• Selection of one designated work location, e.g. cannot be a hybrid position. This position will be in person at a Sleep Number site or fully remote. Work schedules may include evenings, weekends and holidays
• Consistent and reliable access to internet and a quiet work area where distractions and noise are minimal required. Required internet speed during working hours is 25 upload and 5 download speed for a singer user. Should your internet speed not be sufficient, your ability to work may be impacted
• Sleep Number will issue appropriate equipment, which can only be used for work purposes
• Team members will be expected to set up all Sleep Number issued equipment in their workspace and return all equipment issued by Sleep Number as advised by your leader upon request
• By submitting an application, you acknowledge that you can meet all above listed requirements

Compensation

• TA ENTER HOURLY RATE

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Wellbeing

Our company's purpose is to improve the health and wellbeing of society.

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Examples of how we invest in your wellbeing:

• Sleep - Our 360® smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.

• Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.  

• Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles. 

• Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.

• Community - Paid time off for volunteering and connections to our communities through our Diversity, Equity & Inclusion initiatives, and support for charitable causes.

• Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor’s Occupational Health & Safety Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.