Customer Support Resolution Specialist Training Class

The Customer Support Resolution Specialist at Bob’s Discount Furniture provides exceptional support to customers and internal agents by resolving escalated issues with empathy, accuracy, and professionalism. The role focuses on identifying concerns, determining effective solutions, and ensuring timely follow‑through to reinforce customer loyalty. This training class will begin on June 1st, 2026 and we are open to remote locations.

Specialists are expected to de‑escalate interactions, coach advocates, and serve as subject‑matter experts within a fast‑paced support environment.

• 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; 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.

• 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.

Experience:

Minimum of 3 years in a customer support or escalation‑resolution role.

Education:

High School Diploma or equivalent required.

• 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.

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.

• 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

It is policy of Bob’s Discount Furniture, Inc., to provide equal employment opportunity. 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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