Solutions Specialist

Company Overview

Sleep Number is a sleep wellness technology leader. For nearly four decades, we have placed sleep at the center of wellbeing, improving over 15 million lives with our Sleep Number smart beds. We are guided by our purpose – to improve the health and wellbeing of society through higher quality sleep. This is exemplified through our 4,000+ mission-driven team members who passionately innovate to drive value creation through our vertically integrated business model, owning the process from start to finish, including selling in our over 650 stores nationwide.

Our team members are encouraged to bring their whole selves to work, sharing their unique perspectives, backgrounds and skills with Sleep Number every day. Whether you are entering, returning or experienced in the workforce, we have a place for you. We hope you join us in creating the future through higher quality sleep.

The Solutions Specialist is responsible for handling customer and technician delivery issues, ensuring minimal disruptions and high customer satisfaction. This role serves as the first point of contact for technicians, third-party providers, and customer service teams, resolving delivery problems by balancing customer needs, technician schedules, and company costs. Key duties include resolving issues, managing customer communication, updating systems, and proactively addressing obstacles to prevent reschedules. The position also involves supporting technicians, providing product expertise, and contributing feedback for continuous improvement.

What to Expect:

• Serve as the primary contact for technicians, third-party providers, and customer service, managing communication across phone, email, and instant message.
• Lead efforts to resolve delivery disruptions, ensuring quick solutions and proactive customer follow-up to maintain satisfaction.
• Collaborate with field and corporate teams to improve service efficiency and update systems with relevant information.
• Address customer service obstacles and advocate for complex customer needs, ensuring clear expectations and timely resolutions.
• Participate in training and provide product expertise, while gathering and sharing feedback to improve services and drive continuous improvement.

Required Experience & Skills:

• 2 years of customer service experience, preferably with de-escalation
• Strong problem-solving, communication, and multitasking abilities
• Proficiency in Microsoft Office and customer management software
• Ability to work under pressure and manage stress
• Flexibility with schedule, including evenings, weekends, and holidays

Hourly Pay Range: $18.75 -$18.75

Wellbeing

Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.

By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.

Safety

Safety is a top priority for Sleep Number supporting customers and team members wellbeing. We are committed to maintaining a safe and healthy work environment for all team members that are consistent with CDC guidelines, U.S. Department of Labor’s Occupational Safety and Health Administration (OSHA), and state/local laws.

EEO Statement

Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.

Americans with Disabilities Act (ADA)

It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified