Field Support Representative

Field Support Representative

Company: Product Connections (Acosta Group)

Location: Lewisville, TX

Job Category: Administration

Position Type: Full time

Business Unit: Marketing

Salary Range: $15.00 - $15.00 per hour

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industries: Advertising Services

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

• Answer incoming calls in a call center environment for 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 with 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.

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 / Technology: Microsoft Office:
PowerPoint, Excel, Teams, SharePoint, and other Microsoft applications preferred. Experience in BMC Helix and/or other call center databases preferred.

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.

Hybrid Office/Remote environment. Remote work or work from home days (Hybrid Office) will require a steady internet connection and a quiet workspace.

English is the primary language skill; however, bilingual skills may be required based on business necessity.

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.

Acosta, and its subsidiaries, is an Equal Opportunity Employer. If reasonable accommodation is needed, please contact  Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Product Connections is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and food service 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 career 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.

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