Hybrid Field Support Specialist (Retail)

CROSSMARK; Lewisville (TX); Hybrid; USD 19,000 - 22,000; Full time

Job summary

Crossmark Inc. is seeking a customer support representative to join its hybrid call center team in the United States. You will handle inbound and occasional outbound calls, resolve issues, document interactions, and assist retail teams and internal staff with product knowledge and procedures.

The role requires strong communication, problem-solving and multitasking skills, with eligibility for a hybrid work arrangement and a steady internet connection for remote days. Pay is $15.00 per hour.

Qualifications

• High School degree and/or equivalent experience in customer service, call center support, and/or the retail industry.
• Strong communication and problem-solving skills.
• Experience in customer service or call center environment is a plus.
• Ability to troubleshoot basic issues and navigate systems.

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 project related questions.
• Address New hire issues and systems training.
• Troubleshoot systems and applications and assist with materials tracking.
• Handle time reporting and training course troubleshooting.
• Follow general procedures and escalate when needed.
• Listen to callers’ needs and provide helpful solutions.
• De-escalate situations involving dissatisfied callers with patient assistance.
• Collaborate with other Agents to improve customer service.
• Guide callers through troubleshooting and navigating company sites/apps/devices.
• Complete orders for materials for various projects.
• Document calls accurately in the call center database.
• Maintain knowledge of retail store procedures and participate in retail field work as needed.
• Complete various tasks and provide project issue escalations to Team Leads.

Skills

Telephone skills

Interpersonal skills

Rapport building

Problem-solving

Decision-making

Written communication

Verbal communication

Active listening

Time management

Organizational skills

Adaptability

Flexibility

Fast-paced work

Basic troubleshooting

Education

High School degree or equivalent experience

Tools

Microsoft Office

PowerPoint

Excel

Teams

SharePoint

BMC Helix

Job description

Crossmark Inc. is seeking a customer support representative to join its hybrid call center team in the United States. You will handle inbound and occasional outbound calls, resolve issues, document interactions, and assist retail teams and internal staff with product knowledge and procedures.

The role requires strong communication, problem-solving and multitasking skills, with eligibility for a hybrid work arrangement and a steady internet connection for remote days. Pay is $15.00 per hour.