Resolution Specialist

Sleep Number•New Orleans, LA

23h

About The Position

The Resolution Specialist proactively manages complex delivery-related disruptions and customer issues after initial service execution. This role is the primary point of contact for assigned recovery cases and coordinates with field technicians, logistics partners, and internal teams to resolve problems, retain customer relationships, and prevent cancellations or returns. The specialist follows defined recovery and retention processes while providing attentive, professional, and detail-oriented customer care. The position works second shift, 11:30 a.m.–8:00 p.m. Central Time, with occasional rotational weekend support based on business needs. Training lasts four weeks and runs Monday through Friday, 8:00 a.m.–4:30 p.m. Central Time. The role requires a dedicated, safe, and reliable workspace suitable for sustained use of standard office equipment.

Requirements

At least 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 for engaging customers, explaining resolution steps, documenting case outcomes, and managing sensitive or high-impact interactions.
Ability to manage multiple concurrent cases, prioritize effectively, and meet established service expectations in a fast-paced environment.
Proficiency with customer support systems and standard office software applications.
Ability to maintain a dedicated, safe, and reliable workspace that supports sustained use of standard office equipment in accordance with company guidelines.
Availability for second shift, 11:30 a.m.–8:00 p.m. Central Time, with occasional rotational weekend support based on business needs.
Availability for a four-week training schedule, Monday through Friday, 8:00 a.m.–4:30 p.m. Central Time.

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 and coordinate information and resolution steps with field technicians, logistics partners, and other customer service teams during delivery or setup challenges.
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 through approved systems and channels, including 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.
Act as a customer advocate during recovery interactions and reinforce the company's commitment to service quality.
Carry out defined retention actions and maintain contact through resolution and post-resolution follow-up periods, including the first 100 nights following a prevented cancellation.