FIELD SUPPORT REPRESENTATIVE

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.

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.

 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.

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Under the Americans with Disabilities Act (ADA), WIS is committed to providing reasonable accommodations to qualified individuals with disabilities to enable them to effectively perform the essential functions of the job.  We are an Equal Opportunity employer.