Customer Support Resolution Specialist

The Customer Support Resolution Specialist provides exceptional support to customers and internal agents by resolving escalated issues with empathy, accuracy, and professionalism. This role focuses on identifying concerns, determining effective solutions, and ensuring timely follow-through to reinforce customer loyalty. Specialists are expected to de-escalate interactions, coach advocates, and serve as subject-matter experts within a fast-paced support environment.

This position operates in a customer contact-center environment and requires consistent communication-written, verbal, and phone-based-with both internal and external stakeholders.

What You'll Bring to Bob's

At Bob's Discount Furniture, we value the unique skills and experiences that each candidate brings. Success in this role is driven by strong customer-focused behaviors, problem-solving skills, coaching ability, and the capacity to thrive in a dynamic and fast-paced environment.

Key Skills for Success

Core Competencies & Expertise

• Issue Resolution & Escalation Handling
  • Troubleshoots complex customer concerns and identifies the best course of action.
  • Manages escalated inquiries with a high degree of accuracy and professionalism.
• Communication Excellence
  • Strong written and verbal communication skills.
  • Exceptional active listening skills to fully understand concerns.
  • Skilled in de-escalation and empathetic dialogue.
• Customer Experience Focus
  • Builds rapport quickly with customers and agents.
  • Maintains a patient and customer-centric attitude throughout interactions.
  • Demonstrates adaptability and flexibility in dynamic scenarios.
• Operational & Technical Proficiency
  • Proficient with computers and call-center phone systems, including multi-line platforms.
  • Strong time management and organizational skills.
  • Ability to coach and develop customer advocates during live inquiries.
• Cross-Functional Collaboration
  • Partners effectively with other Customer Support team members and cross-functional departments.
  • Builds strong relationships with external partners, including vendors and media agencies.
  • Provides support for department leadership and contributes to a positive team culture.

Preferred Competencies & Skills

• Expert-level troubleshooting skills.
• Strong interpersonal and relationship-building ability.
• Ability to juggle multiple priorities with composure.
• Demonstrated ability to "roll up your sleeves" and take initiative in a fast-paced environment.

Who We Are

At Bob's, we have fun, we love what we do, and we're growing fast! As one of the leading omni-channel furniture retailers in the country with 200+ stores, we're committed to creating a workplace that values skills-based hiring, diverse perspectives, and an inclusive culture where everyone can thrive.

How We Will Support Your Success

Benefits & Perks

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off including vacation, personal days, holidays, sick time, and your birthday!
• 401(k) Profit Sharing Plan with a generous company match
• Pet Insurance & employer-paid Life Insurance options
• Tuition reimbursement, on-demand learning & career progression
• Employee discount from Day 1 + exclusive partner discounts
• And so much more!

Minimum Qualifications

• Experience: Minimum of 3 years in a customer support or escalation-resolution role.
• Education: High School Diploma or equivalent required.
• Strengths:
  • Self-motivated and able to prioritize in a fast-moving environment.
  • Detail-oriented with high accuracy in written documentation.
  • Strong organizational skills and ability to manage multiple priorities.
  • Customer-centric mindset with commitment to delivering a world-class experience.

Physical Demands

• Prolonged periods of computer and phone use.
• Ability to work in a fast-paced contact-center environment.
• Occasional requirement to support special projects or department needs.

Diversity Is a Core Value at Bob's

Bob's Discount Furniture is committed to fostering a diverse and inclusive workplace. We value and respect each person's unique background and experiences. We provide equal employment opportunities for all employees and applicants and maintain a workplace free from discrimination or harassment.

Expected Base Pay Not Including Potential Commissions, Incentive, Bonus, etc. Opportunities:

It is policy of Bob's Discount Furniture, Inc., to provide equal employment opportunity to all employees and applicants for employment. No person shall be discriminated against or harassed because of race, religion, color, sex, age, national origin, disability, pregnancy, citizenship, veteran or military status, or any other protected status in accordance with federal, state or local law.

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