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.
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

High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry.
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
Microsoft Office: PowerPoint, Excel, Teams, SharePoint, and other Microsoft applications preferred.
Experience in BMC Helix and/or other call center databases preferred.

Field Support Representative

Key skills