Customer Support

• 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

Field Support Representative

Web Support Specialist Intern