Customer Service Representative / Customer Support Associate

Join our team where customer service goes beyond mere order taking. We seek candidates who excel in providing personalized, high-touch support, ensuring every customer interaction creates a seamless delivery experience for our customers. Discover a career designed to be different!

Whether a Room & Board customer is picking up an order, speaking with us by phone, or welcoming us into their home, we take pride in creating a comfortable, seamless experience at every touch point. As a Customer Support Associate at our Elkridge Delivery Center, you are at the heart of that experience. In this dynamic, fast-paced environment, you will coordinate customer pickups and deliveries, balancing customer needs with delivery team efficiencies. Your ability to think quickly, communicate clearly, and adapt in real time ensures every interaction is professional, personalized, and solution-focused.

Location: 7045 Troy Hill Drive, Suite 500. Elkridge, Maryland 21075

(NOTE: This role is fully on-site)

Schedule: You will work Monday – Friday: 7:30 am until 4:00 pm.

What you'll bring to be successful in this role as a Customer Support Associate:

You are a strong communicator and agile problem solver who thrives in a fast-moving environment. You build trust quickly and confidently guide customers through both routine and complex situations with clarity and care

You bring:

• Exceptional communications skills (verbal and written), with a strong sense of urgency and timeliness in follow-up and task completion.
• Agility and adaptability, with the ability to shift priorities and respond quickly to changing customer or operational needs.
• Strong problem-solving and decision-making skills, navigating challenges independently while keeping the customer experience at the forefront.
• Attention to detail and follow-through, ensuring nothing falls through the cracks in a high-volume setting.
• Confidence working across multiple systems and tasks simultaneously, while maintaining accuracy and professionalism.

Additional Attributes, Qualifications & Experience:

• A genuine passion for customer service—you approach every interaction with professionalism, empathy, and respect.
• Ability to de-escalate situations and bring calm, clear solutions, building customer trust and loyalty.
• A proactive mindset—you anticipate needs, solve issues quickly, and go the extra mile to exceed expectations.
• A strong sense of ownership and accountability, seeing tasks through with timely and effective communication.
• A collaborative spirit—you work closely with retail and delivery teams to ensure a seamless customer experience.
• Comfort in a fast-paced, operational environment where priorities can shift throughout the day.
• Proficiency with technology, including Microsoft Office 365, and the ability to learn internal systems for routing, scheduling, and order management.
• 5+ years of relevant customer service or call center experience.
• Ability to provide proof of identity and legal work authorization upon hire.

What we offer our Customer Support Associates:

• Salary: $55,000 - $60,000 / year ($26.44 - $28.85 / hour). Salary offered is based on experience/qualifications.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer several awesome perks to help you thrive in every aspect of life. Picture this: three weeks of paid vacation, a generous 401(k) match, profit-sharing, and a whole bunch of cool extras. We're talking about benefits that cover you from head to toe – physically, emotionally, and financially.
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive and beautiful.
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated.

To view our benefits in detail and to learn more about our culture, please visit our career site at https://www.roomandboard.com/careers.

Application Deadline: The position will remain open until filled; there is no specified deadline.

Room & Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. To view our benefits in detail and to learn more about our culture, please visit our career site at https://www.roomandboard.com/careers.

Room & Board is an equal employment opportunity employer. Our policy is not to unlawfully discriminate against any applicant or staff member on the basis of age, race, color, sex, sexual orientation, gender identity or expression, religion, national origin, disability, or any other consideration made unlawful by applicable federal, state, or local laws. We also prohibit harassment of applicants and staff members based on any protected category, characteristic or status. It is also our policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

As an applicant, you have rights under Federal Employment Laws, and your state may offer additional protections. To view applicable laws, visit our partner site.

Discover a career designed to be different.

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