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Evening First Call Resolution Jobs in Colorado (NOW HIRING)

Sharecare

Lead Customer Service Rep

Denver, CO · On-site

Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.?? * Identifying trends in ...

ACI Infotech

L2 Desktop Support Engineer

Denver, CO · On-site

... first call resolution and overall user experiences • Engagement and interaction with internal IT teams along with ITO Help Desk staff and IT partners • Support multiple conference rooms and ...

SAIC

IT Service Center Manager

Colorado Springs, CO

Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance. * Drive ...

SAIC

IT Service Center Manager

Colorado Springs, CO · On-site

$80K - $120K/yr

Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance. * Drive ...

SAIC

IT Service Center Manager

Colorado Springs, CO · On-site

Track and report on key performance indicators (KPIs) and metrics including ticket volumes, resolution times, first call resolution rates, customer satisfaction scores, and SLA compliance. * Drive ...

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Evening First Call Resolution information

What is an Evening First Call Resolution specialist?

An Evening First Call Resolution specialist is a customer service professional who works evening shifts and is responsible for resolving customer inquiries or issues during the first contact. Their goal is to provide effective solutions without the need for follow-up calls or escalations, ensuring customer satisfaction. This role often requires strong communication skills, problem-solving abilities, and familiarity with company policies and procedures. Evening shifts are especially important for businesses that operate outside typical business hours or offer 24/7 support.

What are the most common challenges faced by Evening First Call Resolution specialists, and how can they be effectively managed?

Evening First Call Resolution specialists often face challenges such as handling high call volumes during peak hours, addressing complex customer issues with limited resources, and working with reduced support staff compared to daytime shifts. Effectively managing these challenges involves maintaining strong communication with team members, leveraging knowledge bases for quick problem-solving, and staying adaptable to changing priorities. Building expertise in the company's products and services, as well as developing strong listening and empathy skills, can help specialists provide efficient and satisfactory resolutions to customers during evening hours.

What is the difference between Evening First Call Resolution vs Customer Service Representative?

AspectEvening First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first call during evening hoursHandling customer inquiries and providing support across shifts
Work EnvironmentCall centers, customer support teams, evening shiftsCall centers, retail, or service industries, often full-time or part-time
CredentialsBasic customer service skills, communication skills, sometimes certifications in customer supportSame as Evening First Call Resolution, often with experience in customer service

While both roles involve customer interaction, Evening First Call Resolution emphasizes resolving issues on the first call during evening hours, focusing on efficiency and problem-solving. Customer Service Representatives handle a broader range of customer inquiries across various shifts, including evenings, but may not always prioritize first-call resolution. Understanding these differences helps employers and job seekers align expectations and skills for each role.

What are the key skills and qualifications needed to thrive as an Evening First Call Resolution specialist?

To thrive as an Evening First Call Resolution Specialist, you need strong problem-solving skills, customer service expertise, and often a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing tools is typically required. Exceptional communication, patience, and the ability to remain calm under pressure distinguish top performers in this role. These skills are crucial for efficiently resolving customer issues during evening hours, enhancing satisfaction, and maintaining company reputation.

What cities in Colorado are hiring for Evening First Call Resolution jobs?

Cities in Colorado with the most Evening First Call Resolution job openings:

Evening First Call Resolution jobs near you

Temporary Work at Home Customer Service Representative

iQuor

Pueblo, CO • On-site

$16/hr

Temporary

Re-posted 19 days ago

Job description

We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!
Job Summary:
We are searching for a polite, professional Customer Service Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provide an accurate and efficient response.
Pay $16 base + $5.09 fringe
Responsibilities:
  • Answer inbound calls and greet customers with energy and enthusiasm.
  • Place outbound calls and communicate with energy and enthusiasm to customers.
  • Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
  • Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
  • Meet department productivity and quality standards.
  • Strive for first call resolution and take true ownership of customer needs and issues.
  • Communicate and follow instructions for one call customer resolution.
  • Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
  • Take an active role in educating customers about our clients products and services.

Skills Requirements:
  • Experience in customer service experience in a transaction-based environment such as a call center or retail location, demonstrating ability to be empathetic and compassionate is preferred.
  • Must have ability to work independently and in a team environment.
  • Problem solving skills.
  • Ability to maintain accuracy and production standards.
  • Predictable and consistent attendance is an essential function of this position.
  • You have the flexibility to work any shift, including nights and especially weekends.

Education Requirements:
High school diploma, G.E.D., Trade/Vocational School certificate or equivalent required.
Physical Requirements:
Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, listen, type and/or sit for extended periods of time.
Consistent attendance is an essential function of the job.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.

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