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 training class will begin on June 1st, 2026 and we are open to remote locations.
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
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
Minimum Qualifications
Physical Demands
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:
$20+/hour based on experience level
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.
If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact talentacquistionteam@mybobs.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Bob's Discount Furniture is an everyday value furniture and bedding retailer with over 80 showrooms in 15 states in the Northeast, Mid-Atlantic and now growing in the Mid-West! The company was founded in 1991 on the principal of providing unsurpassed values. Honesty and integrity are the hallmarks of the Bob's Way of doing business - a philosophy that applies to customer, co-worker, vendor and community relations.
All of our stores feature a complimentary cafe with gourmet coffee, ice cream, fresh baked cookies and candy. Since 1991, Bob's has built strong customer loyalty by offering a vast selection of fashionable and affordable furniture that surpasses "discount" expectations. We are committed to supporting communities where our stores are located through Bob's Discount Furniture Charitable Foundation and Bob's Outreach program. The company and our staff support hundreds of nonprofit organizations with sponsorships and charitable contributions, and every year Bob's donates more than $100,000 to schools and more than $1.5 million to charities.