RRemoteville

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Bob's Discount Furniture logoBob's Discount Furniture

Customer Support Resolution Specialist

Skills
CoachingTrainingCross-Functional CollaborationsCustomer ExperienceDe-EscalationEasily AdaptableIT Escalation
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Minimum 3 years in customer support or escalation-resolution role
  • High School Diploma or equivalent
  • Required strong written and verbal communication skills
  • Exceptional active listening and de-escalation ability
  • Proficiency with computers and call-center phone systems
  • Strong time management and organizational skills
  • Ability to coach customer advocates during live inquiries
  • Detail-oriented with high accuracy in written documentation
  • Customer-centric mindset with ability to manage multiple priorities

Nice to have

  • Empathetic
  • Patient
  • Adaptable
  • Flexible
  • Self-motivated
  • Detail-oriented
  • Composed
  • Initiative-driven

Day to day

  • Provides empathetic support to customers and internal agents by resolving escalated issues with accuracy and professionalism.
  • Investigates complex concerns, de-escalates tense interactions, and determines timely solutions that strengthen customer loyalty.
  • Coaches customer advocates, collaborates across teams, and contributes as a subject-matter expert in a fast-paced contact-center environment.

Hiring process

  • Submit application
  • Complete interview process
  • Attend training class