Bob Squad Online Chat Associate

About the Role

As an Online Sales Support Associate at Bob’s Discount Furniture, you will deliver world-class service through online platforms, supporting guests with honesty, empathy, and enthusiasm. You will play a key role in driving omni-channel success by engaging with customers via chat, phone, and email, guiding them from product discovery to purchase and post-sale support.

Work Environment

• This role is part of the Online Sales & Customer Experience Team.
• Fast-paced, metrics-driven environment focused on real-time customer support.
• Requires flexibility to work a retail schedule including evenings, weekends, and holidays.

Key Responsibilities

• Deliver world-class service through online platforms.
• Engage with customers via chat, phone, and email.
• Support guests with honesty, empathy, and enthusiasm.
• Guide customers through their online shopping journey.
• Provide product discovery to purchase and post-sale support.

Requirements & Tech Stack

• Live chat and digital guest engagement.
• Inbound phone and online sales support.
• Written and verbal communication excellence.
• Online order entry, tracking, and status updates.
• Product knowledge and feature explanations.
• Problem resolution with empathy and efficiency.
• Metric focus on AOV, NPS, closing ratio, and chat response times.
• Strong computer literacy and typing accuracy.
• Tech-forward and quick to learn new platforms.
• Ability to work independently and as part of a collaborative team.

Qualifications

• Strong written and verbal communication skills.
• Customer-first approach with a solution-oriented mindset.
• Ability to handle multiple chat and phone interactions simultaneously.
• High emotional intelligence and professional tone.
• Willingness to work weekends, evenings, and holidays.
• Preferred: Online chat or virtual sales experience.
• Preferred: Background in phone-based sales or customer service.
• Preferred: Familiarity with CRM tools and order management systems (e.g., BobSuite).