Field Support Representative

Job Overview

Provide support to Retail Field Teams, Supervisors, and other internal employees to ensure that project issues and general requests are resolved and tracked in a call center environment.

Pay is $15.00/hour

• Answer incoming calls in a call center environment for the Retail teams, internal employees, and external customers.
• Occasional outbound campaign calls.
• Provide accurate answers to a variety of issues including but not limited to: project related questions, new hire issues, systems and applications troubleshooting, materials tracking, time reporting, training course troubleshooting, and general procedures.
• Listen to callers’ needs and/or issues and provide helpful solutions.
• De-escalate situations involving dissatisfied callers, offering patient assistance and support.
• Collaborate with other agents to improve customer service.
• Guide callers through troubleshooting and navigating company sites, apps and/or devices.
• Complete orders for requests of materials for various projects.
• Accurately document calls in a call center database.
• Maintain a working knowledge of retail store call procedures by working retail projects and resets in the field alongside a Retail Field Representative on occasion to gain experience with Retail Representative and store procedures, product knowledge, and client knowledge.
• Complete various tasks as assigned.
• Provide project issues escalations to team leads and/or people leaders.

Education / Experience:

High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry.

Skills & Abilities:

• Telephone and interpersonal and rapport building skills
• Problem-solving and decision-making skills
• Strong communication skills, both written and verbal
• Active listening skills
• Adept time management and organizational skills
• Adaptability and flexibility
• Comfort working in a fast‑paced environment
• Basic troubleshooting skills

Computer Skills / Tools & Technology:

Microsoft Office:
PowerPoint, Excel, Teams, SharePoint; preferred experience with BMC Helix and/or other call center databases.

Physical Demands:

While performing the duties of this position, the team member is regularly required to be able to sit, stand, talk, hear and use hands and fingers to operate a computer keyboard, mouse and/or other peripherals; light to moderate lifting may be required from time‑to‑time.

Work Environment:

Hybrid Office/Remote environment. Remote work or work‑from‑home days (Hybrid Office) will require a steady internet connection and a quiet workspace.

Language

Skills:

English is the primary language skill; however, bilingual skills may be required based on business necessity.

This job description does not imply that the above functions are the only tasks that may be performed. Individuals will be expected to follow any other job‑related instructions and perform any other job‑related tasks as directed by management.

Equal Opportunity Employment

We are committed to providing reasonable accommodations to qualified individuals with disabilities under the ADA. We are an equal‑opportunity employer.

• Job Category:
  Administration
• Position Type:
  Part time
• Business Unit:
  Marketing
• Salary Range: $15.00 - $15.00
• Company:
  Crossmark Inc.
• Req
• Employer
  
  Description:
  
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