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The Online Chat Professional is a Sleep Number brand ambassador serving as the front line for customer experience interactions via live chat. They are responsible for resolving owner needs (questions, concerns, product issues, etc.), engaging the customer and confidently recommending a resolution within the span of Sleep Number process and policy, while providing individualized solutions that WOW. They also assist customers in completing website transactions to enable Ecommerce to consistently achieve its revenue goal.
This position is located at:
1001 Third Ave South
Minneapolis, MN 55404
Shift available:
2:30 p.m. - 11:00 p.m. five out of seven days (weekends required)
Responsibilities:
Assist in building and maintaining product information content for Live Chat
Serve as an expert for Sleep Number owners by answering general product related questions, diagnosing and resolving specific product concerns, assisting in website transactions
Own and elevate the owners experience by seeking assistance/approval for owner requests outside of normal procedures or policies
Share excitement and experiences with the Sleep Number family to continuously grow knowledge base in all brand ambassadors
Recommend, assist with, and/or implement process improvements
Attend and actively participate in all scheduled coaching, training and certifications
Other duties as assigned by CS leadership
Qualifications:
1-2 years customer service experience required, call center experience a plus.
Written or email customer service recommended
Experience using SFA/CRM software preferred
Sales experience a plus
High school diploma or GED required, advanced education preferred
Demonstrated problem solving and interpersonal communication skills; ability to engage customer to identify root cause(s)
Dynamic and engaging communication skills, both written and verbal; must be able to understand written and verbal instructions in English as well as demonstrate proficient online writing/typing skills
Excellent reading comprehension abilities with the insight to quickly and easily read others through written cues
Demonstrated ability to respond appropriately and professionally to customers, coworkers and other departments
Capability to efficiently organize, plan, schedule and execute sales and service activities
Exceptional sense of urgency toward resolution of customer questions/issues with the passion to exceed customer expectations and delight the customer on a consistent basis
Agility to balance multiple projects according to workflow priorities
Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.
