Career Opportunities - Customer Service
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Current Openings See what Select Comfort has to offer you by selecting a job category below: |
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Title: Customer Service Representatives - hiring now for June!
Description:
We are always looking for sharp, outgoing, and energetic people to join our inspired team of customer and product advocates. We are looking for people that are serious about their career, love working with people and want to help improve lives!
As a Sleep Number Customer Service Professional…you are the point of contact for providing individualized customer care to our Sleep Number Owners and helping to fulfill our mission of improving lives by individualizing sleep experiences.
As a Sleep Number Customer Service Professional…you are a brand ambassador. You have the ability to provide a WOW experience on each and every phone call.
As a Sleep Number Customer Service Professional…you have the ability to develop your career.
Required Characteristics of our Team Members:
- -Ability to provide a WOW experience to our Customers and Owners by making them feel understood and valued
- -Flexibility to stay in the know with our innovative technology
- -Resiliency to embrace challenges and strive to find creative solutions
- -Ability to be enthused about servicing Sleep Number Owners and dedicated to finding resolution
- -Active listening skills
- -Excellent communications skills - both written and verbal
- -Strong problem solving capabilities
- -Strong sense of teamwork and commitment to the larger organization
- -Ability to adapt and thrive in a fast paced, ever-changing call center environment
- -Strong work ethic
- -Demonstrate working knowledge of computers in a Windows based environment
- -Be available for employment during hours of operation including Saturdays
Location(s):
Plymouth, MN Submit Resume
Title: Customer Experience Program Manager
Description:
The Customer Experience Program Manager (CXPM) is responsible to execute customer experience business wide initiatives: define project plans, assemble resources, and manage implementation activities in coordination with business owners. The CXPM is responsible to run the day to day customer experience program.
The CXPM will be a very influential leader inside the organization, and will have the ability to work cross functionally with business leaders of the different departments in order to achieve company wide objectives.
Responsibilities:
- -Develop and run the customer experience programs, including the Net Promoter System, dashboard and analytics
- -Partners with functional areas to create marketing/sales/CRM programs in order to “activate” promoters to increase Repeat & Referrals business.
- -Provides and presents Voice of the Customer and analysis reports to business owners
- -Develops CX and financial business cases for process and product improvements to impact the overall CX as measure by NPS. Measures post launch impact
- -Presents monthly/quarterly CX/NPS results w/executives sponsors, CX governance team and business owners.
- -Acts as a mentor/coach to business project manager on all CX initiatives, and it is responsible for the success of these projects.
- -Coordinates efforts and priorities with business leaders on timing and impact of functional or cross functional CX initiatives.
- -Key player on the implementation of the CRM systems to provide expertise on data needed to support customer experience initiatives
Requirements:
- -Five years of analytical work
- -Bachelor degree
- -MBA strongly preferred
- -NPS certification desired
- -High degree of knowledge in Microsoft office especially in Excel and PowerPoint. Ability to quickly learn other company systems
Location(s):
Plymouth, MN Submit Resume
Title: Contact Center Manager
Description:
This position will play a key role in driving the vision and strategy of our future goal of becoming an iconic customer experience brand. This position will be the primary driver of strategy and process development for all interactions, as well as, the execution of programs aimed at driving key customer experience initiatives and metrics. They will be integral in the development of key IT Infrastructure projects to ensure seamless customer touchpoints and integration of internal systems. They will be responsible for the direct leadership and development of Contact Center Supervisors (4-8), as well as the indirect management of 80+ Contact Center Representatives.
Responsibilities:
- -Drive, develop and implement customer interaction strategies and procedures to positively impact overall customer experience; provide analysis, recommendations and solutions regarding customer interactions
- -Program Management of key IT Infrastructure projects to ensure seamless consumer touch points and enhancement of the overall customer experience
- -Drive IT integration for all relevant systems to provide the best in class tools for contact center agents
- -Leading the evolution through technology of customer self-service tools and touchpoints
- -Direct management of the CC Supervisor team - supervise, train and develop team members, focusing on expanding their leadership capabilities. Indirect management of 80+ Contact Center Representatives.
- -Build cross-functional relationships with key departments to drive business objectives through project management in a timely and effectively manner
- -Monitor department performance and provide regular feedback to ensure communication of performance standards / expectations to drive department execution and consistency
- -Own CS KPIs to ensure coaching priorities are aligned with business needs; drive continuous improvement efforts and communicate KPI performance as appropriate throughout the business to drive awareness and improvement
- -Assist with the development, implementation of ad-hoc projects and process improvements
Requirements:
- -5-8+ years experience managing large employee groups required; 3+ years Program Management; 3+ years Contact Center experience
- -BS/BA in Business Management or Administration required, MBA or advanced degree preferred-Develop and run the customer experience programs, including the Net Promoter System, dashboard and analytics
- -CRM, Content Management and software integration experience required; experience working with Information Technology applications and infrastructure, prefer experience with Cisco and a Workforce Management SoftwareStrong leadership, coaching, team building and people development skills; ability to develop the leadership skills of front line leaders
- -Strong ability to analyze data; derive conclusions from data and develop action plans to resolve core problems
- -Excellent written and oral communication skills
- -Demonstrated ability to build cross-functional relationships and influence decisions
- -Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress
- -Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
- -Advanced Proficiency with Microsoft Office Applications (i.e. Word, Excel, Outlook)
- -May require some travel based on business needs
Location(s):
Plymouth, MN Submit Resume
Title: Service Project & Analytics Manager
Description:
This position is responsible for leading and driving key strategic projects for the service center and has direct leadership of all scheduling and data reporting functions. The Service Project & Analytics manager will oversee all data mining and assist in providing conclusions and recommendations to the leadership team based on data findings to support strategic business initiatives. Furthermore, this person will partner across all company functions to complete projects that drive towards a next generation service center.
Responsibilities:
- -Design and implement metrics to measure and insure visibility to customer service call center effectiveness on a real time basis and support decision making capabilities
- -Develop and implement operating mechanisms to provide forward looking insight into customer response to Select Comfort products, services and support
- -Develop and implement strategies related to effective staffing and scheduling, reporting and ad hoc project initiatives to positively impact overall customer experience in the service center
- -Oversee scheduling and reporting functions and assist in identifying trends and developing programs to address gaps
- -Develop strong cross-functional partnerships to drive business initiatives timely and effectively
- -Assist in identifying and driving strategic system improvements for supporting the call center
- -Forecasts future requirements for reporting, scheduling potential projects and other business needs to achieve business results
- -Oversee monthly reporting for Senior Team Business Reviews and additional ad hoc analysis
- -Reviews KPIs regularly to provide recommendations on coaching and development opportunities and areas of focus
- -Provide leadership, development and coaching to direct reports
- -Completes core management responsibilities (i.e. reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner. Provides coaching and assistance on these processes for direct reports
Requirements:
- -3+ years operations management experience required, 2+ years driving technical and communications projects
- -2+ years experience managing projects
- -BS/BA in Business Management or Administration required, preferably in a technical or financial capacity; MBA or advanced degree preferred
- -Six Sigma Green Belt or other problem solving methodology certification preferred
- -Strong leadership, coaching, team building and people development skills
- -Excellent written and oral communication skills
- -Strong ability to analyze data; derive conclusions from data and build tactical plans to resolve core problems
- -Ability to both lead teams and act as a strong individual contributor to cross-functional teams
- -Proficiency with multi-media tools and how to leverage them for training and communication initiatives
- -Demonstrated ability to build cross-functional relationships and influence decisions
- -Superior communication and diplomacy skills with diverse groups of people, including customers, colleagues, executives and direct reports
- -Proven ability to develop the leadership skills of front-line leaders
- -Able to determine root causes of issues and motivate a solution via direct, indirect and cross- functional team members
- -Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
- -Able to work under pressure and effectively manage stress
- -Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
- -Experience working with information technology applications and infrastructure
- -Advanced Proficiency with Microsoft Office Applications (i.e. Word, Excel, Outlook)
- -May require some travel based on business needs
Location(s):
Plymouth, MN Submit Resume
Title: Customer Service Supervisor
Description:
The Customer Service Supervisor position plays a key role in executing the vision and strategy of our future goal of becoming an iconic customer experience brand. Responsible for front line leadership of Customer Service Representatives (CSR) to include: providing daily work direction, assisting with escalated calls, completing core supervisory responsibilities and providing training and coaching necessary to drive the highest quality of customer experience.
Responsibilities:
- -Execute customer interaction strategies and procedures to positively impact overall customer experience
- -Direct management of your CSR team - supervise, train and develop team members, focusing on expanding their capabilities.
- -Complete core supervisory responsibilities (i.e. reviews, disciplinary action, recognition, hiring, on-boarding, etc.) in a thoughtful and timely manner
- -Monitor CSR performance and provide regular feedback to ensure calls are properly handled, computer systems are utilized efficiently and information is documented accurately
- -Manage daily CSR activities including prioritizing of workloads, answering questions or concerns, assisting with escalated calls and setting expectations for processes and performance
- -Assist with the development, implementation and continuous improvement of training programs; assure that new or refresher training has been provided to direct reports when necessary and provides additional coaching as needed to reinforce training
- -Review KPI’s regularly to ensure coaching priorities are aligned with business needs and adjusts accordingly. Own CS KPIs to ensure coaching priorities are aligned with business needs; drive continuous improvement efforts and communicate KPI performance as appropriate throughout the business to drive awareness and improvement
- -Serves as a reference and communication point for all policies, promotions and product
- -Assist with the development, implementation of ad-hoc projects and process improvements
Requirements:
- -2-4 years Customer Service experience required
- -1-2 years supervisory experience required
- -BS/BA required (equivalent experience may be considered for internal candidates)
- -Strong leadership, coaching, team building and people development skills
- -Excellent written and oral communication skills
- -Demonstrated ability to respond appropriately and professionally to customers, colleagues or direct reports in situations of conflict
- -Able to motivate, develop and coach direct reports through disciplinary issues, as well as developmental opportunities
- -Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
- -Strong analytical ability and demonstrated problem solving skills
- -Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress
- -Advanced proficiency with Microsoft Office Applications (i.e. Word, Excel, Outlook)
- -Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
- -Flexible with work schedule which may include evening and weekends; may require some travel based on business needs
Location(s):
Plymouth, MN Submit Resume
Title: Sleep Number Live Chat Professional
Description:
In an effort to enhance our customer’s experience, the customer sales center, customer service, and digital marketing teams are excited to announce the expansion of live chat on sleepnumber.com. Live chat provides our customers with real time support as they are seeking information about Sleep Number products online. This initiative builds on the website redesign as we strive to elevate our customer’s experience at every brand touch point. We are looking for people that are serious about their career, love working with people and want to help improve lives!
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Required Characteristics of our Team Members:
- -Technologically savvy
- -Possesses strong and engaging written communication skills
- -Desire to work in a fast pace, ever-changing digital environment
- -Ability to provide a WOW experience to our Customers and Owners by making them feel understood and valued
- -Flexibility to stay in the know with our innovative technology
- -Resiliency to embrace challenges and strive to find creative solutions
- -Ability to be enthused about servicing Sleep Number Owners and dedicated to finding resolution
- -Active listening skills
- -Strong problem solving capabilities
- -Strong sense of teamwork and commitment to the larger organization
- -Strong work ethic
- -Demonstrate working knowledge of computers in a Windows based environment
- -Be available for employment during hours of operation including Saturdays.
Location(s):
Plymouth, MN Submit Resume
Title: Six Sigma Black Belt - Customer Experience
Description:
The Six Sigma Black Belt – Customer Experience plays a key role in driving the vision and strategy of Sleep Number’s Customer Experience 6 Sigma initiatives. Leads, manages and executes complex cross-functional initiatives and projects focused on providing a level of service that exceeds our customers’ expectations and contributes to an exceptional customer experience. Directly interface and influence key leadership and functional experts by providing insight, big picture and advice on approaches to strategic business challenges.
Responsibilities Include:
- -Lead and execute Six Sigma projects in the area of Customer Experience/Satisfaction; employ Six Sigma methodology and analytics to extract and analyze data information and perform statistical analysis to identify root causes.
- -Implement large scale organizational change efforts; ability to lead cross-functional process improvement teams
- -Directly interface with and influence key leadership and functional experts to make decisions strategic in nature, evaluate long-term consequences and relate to business strategy, financial performance and effective resource utilization.
- -Develop operational decision support tools including executive dashboards and leading indicators for continuous process improvement / monitoring
- -Presents recommendations and progress reports to senior and executive leadership
- -Mentor and coach Greenbelts through extensive coaching and mentoring, including addressing gaps in performance and skill sets
- -Institutionalize and champion Six Sigma principles throughout the organization
Requirements:
- -5-7 years experience in process improvement
- -Six Sigma Black Belt Certification
- -Strong Project Management skills
- -Bachelor's Degree is required; Masters Degree preferred
- -Strong analytical skills and natural affinity to analyze & mine data for problem solving
- -Relies on extensive experience and judgment to plan and accomplish goals
- -Ability to communicate effectively with staff at all levels and communicate teams' progress to Champions, Business Leaders and Master Black Belts.
- -Demonstrated ability to lead through influence
- -Experience educating, coaching and mentoring Green Belts and others on Six Sigma philosophy and application
- -Demonstrated success in all requisite Black Belt skill sets: coaching, presentation, project team leadership, facilitation, influence, negotiation, decision making, computer tools, finance, project management
- -Successful experience implementing large scale organizational change efforts
- -Extensive computer skills including Excel, Visio, Word, Outlook, PowerPoint, Minitab, Access, and Project
- -Ability to travel for training/business wide project execution
Location(s):
Plymouth, MN Submit Resume
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