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Sleep Number: Customer Service Representative Ii (Bilingual)

Company: Sleep Number
Location: Westlake
Posted on: June 9, 2021

Job Description:

Position PurposeThe Customer Service Universal Specialist is a brand ambassador and customer advocate. They are expected to review, investigate, research, and resolve issues in a manner that drives first-contact resolution with the customer experience in mind. 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 wow the customer. This role handles customers who have escalated beyond their first interaction, ensuring ownership and complete resolution for the customer. Primary ResponsibilitiesEffectively gather information and problem solve to help the customer resolve their needsServe as an expert for Sleep Number owners with their innovative products by answering technology-related product questions, diagnosing and resolving specific product concernsAttend and actively participate in all scheduled coaching, trainingHandle escalated and complex customer calls with the key objective of providing end to end resolutions for the customer. Effectively identify issues, de-escalate, and resolve with empowerment to re-engage the customer with the brand, following up with customers when neededServe as a Case Manager to customers with repeated or complex needs, provide proactive follow up to ensure expectations have been met or to reset expectationsDocument specific and accurate customer information, product codes and resolution notes into Siebel and any other designated software. Consistently keep accurate records of all completed service activity.Other responsibilities as assigned. Key Performance IndicatorsNSAT and Scorecard performance including but not limited to AHT and ACWFirst interaction resolution, coding accuracy, and quality monitoring scoresAdherenceAppeasement cost per callAccuracy and timely completion of other assigned tasks Position RequirementsFluency in the Spanish language2-4 years of service experience, preferably in a call center environmentExperience with formal written communication recommendedHigh School diploma required; college degree preferredDemonstrated problem solving and analytical capabilitiesExcellent judgement allowing the ability to decipher the difference between resolving the reason for the call vs. appeasing the customerActive listening skills and strong interpersonal communication skillsAbility to connect with and de-escalate customers while balancing customer, business, and shareholder needsAbility to prioritize tasks, meet deadlines and work independently in a fast-paced environmentExcellent communications skills both written and verbal; must be able to understand written and verbal instruction in English and Spanish as well as demonstrate proficient ability to speak English and SpanishAbility to maintain proper phone etiquette, demonstrate patience and a positive attitude in order to facilitate calm, positive and productive conversations with customers Working Conditions Must be able to sit 8 hours or more per shift and utilize standard office equipment such as a computer, keyboard and phone; tolerate moderate noiselevel due to surrounding phone conversationsFlexibility with work schedule which may include evenings, weekends and holidaysNormal physical exertion within an office environment.Ability to get to a Sleep Number store or facility should computer issues require itMust have access to internet and a quiet work area where distractions and noise are minimal should you be authorized to work remotelyWillingness & ability to travel to a Sleep Number store or facility should computer issues ariseYou may be required to complete an internet speed test and communicate result of speed test to your leader. Should your internet speed test not be sufficient, your ability to work remotely may be impactedInternet speed that can support consistent and reliable delivery of customer serviceRecommended internet speed is 25 upload and 5 download speed for a single userYou will be required to deactivate your wireless capability when using Sleep Number equipment during work hoursIf there are lengthy disruptions to your power or internet service, you will be required to follow specific Sleep Number processes which may include, but not limited to, going onsite to work in a Sleep Number facility or taking unpaid time off if applicableSleep Number issued equipment can only be used for Sleep Number purposesYou must maintain only one designated work locationYou will be expected to set up all Sleep Number issued equipment in your workspaceYou will be expected to disassemble and return all Sleep Number issued equipment as directed by your leader upon request and/or upon ending of your roleBy submitting an application, you acknowledge that you can meet all above listed requirements

Keywords: Sleep Number, Lake Charles , Sleep Number: Customer Service Representative Ii (Bilingual), Other , Westlake, Louisiana

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