Resolution Specialist
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Job Description
Resolution Specialist resolving Sleep Number mattress delivery disruptions and escalated customer issues. Coordinating recovery, retention, and follow-up across customers, technicians, logistics partners, and internal teams.
Responsibilities:
- Serve as the single point of contact for customers experiencing delivery disruptions, reschedules, or service failures
- Proactively contact customers to explain service issues, coordinate rescheduled delivery plans, and set clear expectations
- Answer escalated customer calls
- Support field technicians, logistics partners, and customer service teams by coordinating information and resolution steps
- Review customer feedback and satisfaction surveys to identify unresolved concerns and initiate proactive outreach
- Collect and document information from internal partners to support issue resolution
- Communicate with customers via phone, email, and case management tools
- Monitor case progress and ensure follow-up actions are completed within established service levels
- Document customer insights and recurring themes for continuous improvement discussions
- Execute defined retention actions and maintain customer contact through resolution and post-resolution follow-up, including the first 100 nights following a prevented cancellation
Requirements:
- Minimum two years of customer service or customer resolution experience, including exposure to escalated or non-routine issues
- An equivalent combination of education and relevant customer-facing experience may be considered
- Professional verbal and written communication skills
- Ability to manage multiple concurrent cases, prioritize work effectively, and meet established service expectations in a fast-paced environment
- Proficiency with customer support systems and standard office software applications
- Dedicated, safe, and reliable workspace supporting sustained use of standard office equipment
- Availability for Second Shift hours (11:30am-8:00pm CT) with occasional rotational weekend support
- Ability to complete a four-week training schedule, 8:00am-4:30pm CT, Monday through Friday
Benefits:
- Medical insurance
- Pharmacy insurance
- Dental insurance
- Life insurance
- Disability insurance
- 401(k)
- Paid time off
- Additional resources supporting emotional, financial, career, community, and physical wellbeing
- Dedicated, safe, and reliable workspace arrangement
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