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
  • Detail-oriented with high accuracy in written documentation
  • Ability to coach and develop customer advocates
  • Ability to work in a fast-paced contact-center environment
  • Self-motivated and able to prioritize effectively

Nice to have

  • Customer-centric
  • Adaptable
  • Patient
  • Detail-oriented
  • Self-motivated
  • Composed
  • Relationship-building
  • Proactive

Day to day

  • Provide empathetic and professional support to customers and internal agents in a fast-paced contact-center environment.
  • Resolve escalated issues by troubleshooting complex concerns, identifying effective solutions, and ensuring timely follow-through.
  • De-escalate difficult interactions, coach customer advocates, and collaborate across teams to protect customer loyalty.

Hiring process

  • Submit application
  • Complete assessments and interviews
  • Attend training class