Solutions Specialist

Company Overview

Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose – to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.

Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep

Position Purpose

The Solutions Specialist role will serve as the first point of contact for technicians and customers on the day of delivery. The Solutions Specialist is expected to leverage available resources to review, research, and resolve delivery issues to prevent a reschedule, while ensuring the highest level of customer service within Field Services. They will leverage all available resources to find optimal resolutions to customer delivery issues, balancing customer choice with technician schedules and company cost. The Solutions Specialist will empathetically keep the customer informed of the progress of their delivery, striving for a solution within the first call or contact. 

Primary Responsibilities

• Single point of contact for Field Services technicians, including 3rd Party Providers, and Customer Service (Phone, E-mail, Instant Message)
• Takes lead on solving disruptions (Customer, Technicians, Assets, Logistics), including creating solutions to get customers back on the schedule as quickly as possible, and making prompt follow-up calls to customers to ensure customer satisfaction
• Communicates effectively to field and corporate support teams to increase market efficiency and service levels
• Updates all required systems with all relevant information at all times (Click/Siebel/Elementool, Future)
• Order daily assets as required by the business based on unplanned needs
• Answer requests and provide AM Dock Support to drive efficient daily loadout
• Customer support
  • Proactively and on demand, remedies any customer service obstacles to keep our commitments to the customer and avoid reschedules or disruptions
  • Serve as advocate for our Insiders with repeated or complex needs, providing proactive follow-up to ensure clear expectations are met, or to reset expectations as needed
  • Ensure customers have proper delivery expectations
  •  Promptly answer incoming calls as well as promptly place outbound calls to schedule customer deliveries, service calls, or other related customer follow-ups
  • Owns and elevates the customer’s experience by utilizing available tools, resources, and partners to approve customer requests outside of normal procedures or policies
• Effectively multitask by conversing with our customer or technician while utilizing company resources and systems to record specific and accurate information
• Attend and actively participate in all scheduled and impromptu coaching, training, and learning development
• Other duties as assigned to drive continuous improvement and overall effectiveness of the field services teams.
• Serve as an expert for Sleep Number Insiders by answering general product related questions, diagnoses and resolves specific product concerns
• Serve as a liaison by providing relevant feedback gathered from customers and technicians, including any possible customer or business-related trends to supervisor 

Key Performance Indicators

• Disruption turnaround time
  • Speed of Recovery
  • Reschedule handle time
• Reschedule rate and Multiple reschedule rate
• Cancellation Rate of Reschedules
• First Time Completion
• HD Scheduling Errors
• Net Promoter Score (when applicable)
• Other key metrics as assigned

Experience, Education & Certifications:

• 2 years customer service experience required; experience with de-escalation preferred
• High school diploma or GED required, advanced education preferred

Knowledge, Skills & Abilities:

• Demonstrated problem solving, negotiation, interpersonal communication and active listening 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 and other team members
• 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
• 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
• Resiliency to embrace challenges and strive to find creative solutions
• Advanced computer skills with proficiency in Microsoft Office applications (data entry, email, customer and order management software)
• 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 phone conversations
• Flexibility with work schedule which will include evenings, weekends and holidays

Working Conditions:

• Ability to sit and/or stand 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

Wellbeing

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.

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.