Resolution Specialist

Sleep Number Corporation

. Serve as the single point of contact for customers experiencing delivery disruptions, reschedules, or service failures .

Posted 10/1/2026full-timeRemote • United StatesJuniorMid-Level💰 $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on issue resolution, effective communication, and proactive customer engagement. Proficient in managing multiple cases while ensuring adherence to service expectations and continuous improvement.

Highest-signal resume keywords

Customer Service ExperienceEscalated Issue ResolutionProfessional Communication SkillsCustomer Support Systems ProficiencyCase Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Resolution ExperienceCase ManagementIssue DocumentationRetention Actions ExecutionFeedback ReviewSatisfaction Survey Analysis

Soft Skills

Verbal CommunicationWritten CommunicationPrioritizationMulti-taskingCustomer Engagement

Tools & Technologies

Customer Support SystemsOffice Software ApplicationsCase Management Tools

Industry Keywords

Delivery DisruptionsService FailuresCustomer FeedbackService LevelsSecond Shift Availability

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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