Field Support Representative

Support Specialist

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.

Essential Duties and Responsibilities:

• 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
• 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 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 issue escalations to Team Leads and/or People Leaders

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.

Qualifications:

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

Skills & Abilities:

• Possess telephone and interpersonal and rapport building skills
• Demonstrate 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, and other Microsoft applications preferred. Experience in BMC Helix and/or other call center databases preferred.

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.