Field Support Representative

CROSSMARK; Bentonville (AR); Hybrid; USD 31,000 - 36,000; Full time

Job summary

CROSSMARK is seeking a customer service specialist to support Retail Field Teams and internal staff in a hybrid work setting. You will handle inbound calls, document interactions, and guide users through troubleshooting steps.

The role requires strong communication, problem-solving, and time management in a fast-paced environment. This position offers $15.00 per hour with hybrid remote options and a supportive team culture.

Qualifications

• High School diploma or equivalent experience in customer service/call center
• Strong telephone and interpersonal communication skills
• Ability to listen, document, and resolve customer inquiries
• Experience with Microsoft Office tools and basic troubleshooting

Responsibilities

• Answer inbound calls in a call center for Retail teams and internal staff
• Provide solutions to project, system, and process questions
• Document calls accurately in the call center database
• Collaborate with agents to improve service and support

Skills

Telephone skills

Interpersonal skills

Problem-solving

Time management

Adaptability

Fast-paced environment

Troubleshooting

Basic computer skills

Education

High School degree

Tools

Microsoft Office

PowerPoint

Excel

Teams

SharePoint

BMC Helix

Job description

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

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.

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), we are 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.

About Us

Product Connections is a part of Acosta Group - a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

As a full-service marketing agency, we specialize in digital and traditional retail events and demos, experiential marketing, sponsorship activation, and omnichannel shopper marketing. Our mission is to deliver brand solutions that connect products to the right target at the right time, effectively moving consumers down the conversion funnel.

With over 10,000 experts in the field and more than 150 corporate employees, we have a range of talents and experience that redefine what it means to be a marketing agency. We pride ourselves on fostering a supportive, collaborative, and inclusive culture where employees are encouraged to think big, grow their skills, and take their careers to the next level. Join Product Connections and discover a workplace where your ideas matter, your growth is supported, and your impact is felt - let’s build something great together.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact [e-mail] . Be sure to include 'Applicant Accommodation' in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov)

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Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Administration

Position Type: Full time

Business Unit: Marketing

Salary Range: $15.00 - $15.00

Company: Crossmark Inc.