Field Support Representative

Jobtailor; Bentonville (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

Jobtailor in the United States is seeking a responsive Call Center Associate to answer incoming calls for Retail teams, internal staff, and external customers. You will also place occasional outbound campaigns, document interactions, and guide callers through troubleshooting of company sites and apps.

The role emphasizes problem solving, de-escalation, and accurate data entry, with a focus on fast, friendly service and collaboration with teammates to improve customer outcomes.

Qualifications

• High School diploma or equivalent experience in customer service, call center support, and/or the retail industry.
• Telephone, interpersonal, and rapport-building skills.
• Problem-solving and decision-making skills.
• Strong written and verbal communication skills.
• Active listening skills.
• Time management and organizational skills.
• Adaptability and flexibility.
• Comfort working in a fast-paced environment.
• Basic troubleshooting skills.
• Microsoft Office applications preferred (PowerPoint, Excel, Teams, SharePoint).
• Experience with call center databases (e.g., BMC Helix) preferred.

Responsibilities

• Answer incoming calls in a call center environment for Retail teams, internal employees, and external customers
• Make occasional outbound campaign calls
• Provide accurate answers regarding project questions, new hire issues, systems and application troubleshooting, materials tracking, time reporting, training course troubleshooting, and general procedures
• Listen to callers’ needs and provide helpful solutions
• De-escalate dissatisfied callers with patient assistance and support
• Collaborate with other Agents to improve customer service
• Guide callers through troubleshooting and navigating company sites, apps, and devices
• Complete material orders for various projects
• Accurately document calls in a call center database
• Maintain knowledge of retail store call procedures by occasionally working retail projects and resets in the field alongside a Retail Field Representative
• Complete assigned tasks
• Escalate project issues to Team Leads and/or People Leaders

Skills

Active listening

Problem-solving

Communication skills

Interpersonal skills

Time management

Adaptability

Written communication

Verbal communication

Rapport-building

Education

High School diploma or equivalent

Tools

BMC Helix

PowerPoint

Excel

Teams

SharePoint

Job description

• Answer incoming calls in a call center environment for Retail teams, internal employees, and external customers
• Make occasional outbound campaign calls
• Provide accurate answers regarding project questions, new hire issues, systems and application troubleshooting, materials tracking, time reporting, training course troubleshooting, and general procedures
• Listen to callers’ needs and provide helpful solutions
• De-escalate dissatisfied callers with patient assistance and support
• Collaborate with other Agents to improve customer service
• Guide callers through troubleshooting and navigating company sites, apps, and devices
• Complete material orders for various projects
• Accurately document calls in a call center database
• Maintain knowledge of retail store call procedures by occasionally working retail projects and resets in the field alongside a Retail Field Representative
• Complete assigned tasks
• Escalate project issues to Team Leads and/or People Leaders

Requirements

• High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry
• Telephone, interpersonal, and rapport-building skills
• Problem-solving and decision-making skills
• Strong written and verbal communication skills
• Active listening skills
• Time management and organizational skills
• Adaptability and flexibility
• Comfort working in a fast-paced environment
• Basic troubleshooting skills
• Microsoft Office applications, including PowerPoint, Excel, Teams, and SharePoint preferred
• Experience in BMC Helix and/or other call center databases preferred
• Steady internet connection and quiet workspace for remote workdays
• English is the primary language skill; bilingual skills may be required based on business necessity
• Ability to sit, stand, talk, hear, and use hands and fingers to operate computer peripherals
• Light to moderate lifting may be required

Core Competencies

Demonstrates strong customer service skills in a call center environment, effectively handling inquiries and troubleshooting issues while maintaining accurate documentation. Proficient in using call center databases and Microsoft Office applications to enhance operational efficiency.

Highest-signal resume keywords

• Customer Service
• Call Center Support
• Problem-Solving Skills
• Microsoft Office Applications
• Active Listening Skills

Hard Skills

• Basic Troubleshooting Skills
• Call Center Database Experience
• Time Reporting
• Materials Tracking
• Retail Store Call Procedures

Soft Skills

• Interpersonal Skills
• Rapport-Building Skills
• Written Communication Skills
• Verbal Communication Skills
• Adaptability

Industry Keywords

• Retail Industry
• Call Center Environment
• Customer Support
• Outbound Campaign Calls
• De-Escalation Techniques

Tools & Technologies

• BMC Helix
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Teams
• Microsoft SharePoint