Field Support Representative

Apply for the Field Support Representative position with Acosta Group
.

Pay is $15.00/hr.

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.

• Answer incoming calls for Retail teams, internal employees, and external customers.
• Make occasional outbound campaign calls.
• Provide accurate answers to a variety of issues, including project-related questions, new hire issues, systems and applications troubleshooting, materials tracking, time reporting, training course troubleshooting, and general procedures.
• Listen to callers’ needs 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 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 procedures, product knowledge, and client knowledge.
• Complete various tasks as assigned.
• Escalate project issues 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:

• Telephone and interpersonal 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.

Computer Skills / Tools: Microsoft Office (PowerPoint, Excel, Teams, SharePoint). Prefer experience with BMC Helix or other call center databases.

Regularly required to sit, stand, talk, hear, and use hands and fingers to operate a computer keyboard, mouse, and other peripherals. Light to moderate lifting may be required from time to time.

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

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

Under the Americans with Disabilities Act (ADA), Acosta Group is committed to providing reasonable accommodations to qualified individuals with disabilities. We are an Equal Opportunity employer.

Product Connections is a part of Acosta Group—an industry leader in retail, marketing, and food service agencies—reimagining the way people connect with brands.

New opportunities available in Lewisville, TX.