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 Representative
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:
- -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
Location(s):
Plymouth, MN Submit Resume
Title: Sleep Number Live Chat Professional
Description:
We are currently inviting sharp, outgoing, and energetic people to join our inspired team of customer and product advocates. In an effort to enhance our customer’s experience, the customer sales center, customer service, and digital marketing teams are excited to announce the launch of live chat on sleepnumber.com. Live chat will provide our customers with real time support as they are seeking information about Sleep Number products online. 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: Associate Manager Digital Customer Interaction
Description:
This position is responsible for managing the Digital team inclusive of Live Chat on SleepNumber.com, consumer e-mail correspondence and social media interactions. This position is focused on providing our customers the ability to interact with us how and when they want. The Associate Manager will engage in the development and growth of the Live Chat project, continued evolution of social media interactions with consumers, consistent and timely e-mail response as well as providing front line leadership of the Digital team. This position will be part of the strategic development, as well as the tactical implementation of programs aimed at driving key customer service metrics and customer satisfaction.
Responsibilities:
- -Lead and manage strategic initiatives that drive customer experience and drive Select Comfort to an industry leader in customer interactions
- -Develop digital strategies designed to increase overall customer satisfaction and experience. Provide analysis, recommendations and action plans regarding SC’s consumer digital interactions; identify solutions where the experience can be improved. Provide ongoing analytics for achievement of Digital goals and objectives
- -Manage Live Chat - the only sales/service combined effort in Select Comfort.
- -Provide cross-functional integration and effort; manage KPI’s that support objectives of both Sales and Service organizations
- -Responsible for reporting to broader organization on all categories of consumer interaction
- -Manage the Digital team inclusive of Live Chat, consumer e-mail correspondence and social media interactions. Directly supervise, train and develop team members.
- -Complete core supervisory responsibilities including interviewing, hiring, on-boarding, performance reviews, disciplinary action, performance management, recognition, etc. in a thoughtful and timely manner; motivate and drive staff to meet defined KPI goals
- -Communicate performance standards to employees; monitor performance and provide regular feedback and coaching to ensure contacts are properly handled, computer systems are utilized efficiently and information is documented accurately
- -Facilitate resolution to employee performance or behavior concerns through coaching and/or corrective action. Partner with CS Manager and/or Human Capital as needed.
- -Assist with the development, implementation and continuous improvement of training programs; assures that new or refresher training has been provided to direct reports when necessary and provides additional coaching as needed to reinforce training
- -Serve as a reference and communication point for all policies, promotions and product (prior and current)
- -Drive Live Chat, e-mail & social content development and maintenance
- -Assist with the development, implementation of ad-hoc projects and process improvements
Requirements:
- -Develop and run the customer experience programs, including the Net Promoter System, dashboard and analytics
- -3+ years Customer Service or Sales experience required
- -2+ years Supervisory experience required or related experience
- -Strong digital background; experience with Live Chat strongly desired
- -BS/BA required (equivalent experience may be considered for internal candidates)
- -Action-oriented with the ability to engage and lead cross-functional teams in order to complete projects on time
- -Ability to drive and deliver cross functional programs
- -Proven ability to successfully lead a team through change
- -Excellent ability to communicate an overall vision to a broad audience
- -Excellent written and oral communication skills
- -Demonstrated ability to respond appropriately and professionally to customers, colleagues, or direct reports in situations of conflict
- -Strong analytical ability and demonstrated problem solving skills
- -Intermediate Proficiency with Microsoft Office Applications (i.e. Word, Excel, Outlook)
- -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
- -Requires normal physical exertion within an office environment (i.e. sitting, computer and telephone use)
- -Flexible with work schedule which may include evening, weekends and holidays
Location(s):
Plymouth, MN Submit Resume
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