Field Support Lead

Overview

Overview

Are you passionate about helping others, solving problems, and leading with empathy? We’re seeking a solutions-oriented Customer Care Team Lead & Incident Coordinator to join our call center team at the Rug Doctor by BISSELL corporate office. In this role, you'll support customers, retail partners, and internal teams through phone, email, and chat interactions—making a real difference every day.

Job Description:As a Customer Service Lead in a call center environment at the corporate office, you will work to support Rug Doctor by BISSELL consumers, stores and fellow associates through phone calls, emails and chat.

Schedule:

Monday to Friday, 9:00 AM – 5:30 PM. Working in an office located in Plano, TX (NOT a remote opportunity)

Responsibilities

Your Responsibilities

Note: This is not an all-inclusive list.

• Respond to inquiries from consumers, retail stores, and internal associates regarding machine rentals, products, and support issues via phone, email, and chat.
• Deliver outstanding professional customer service with empathy and efficiency.
• Coordinate the resolution of carpet cleaning incidents in collaboration with internal and external stakeholders.
• Manage call escalations and assist with conflict resolution.
• Document all customer interactions accurately using multiple computer systems.
• Support field and corporate teams with inquiries and troubleshooting.
• Adapt to evolving policies, procedures, and goals in a fast-paced environment

Qualifications

Requirements:

Experience:

• Previous experience as a team lead or supervisor in a customer service or call center environment.

Skills:

• Strong written and verbal communication across phone, email, and chat platforms.
• Excellent multitasking skills with the ability to navigate and use multiple systems simultaneously.
• Proficient in Excel, Word and Power Point
• Proficient in incident escalation, documentation, and resolution.

Education:

• High School Diploma or GED (required).