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Evening First Call Resolution Jobs in Colorado (NOW HIRING)

THE ONE GROUP Denver

Call Center Supervisor

Denver, CO · On-site

$23 - $24/hr

... and providing first rate service by effectively taking reservations and communicating guest ... resolution that will satisfy the guest  Able to remain gracious, apologetic and pleasant to ...

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RxBenefits

Team Lead, Member Services

Denver, CO · On-site

Conduct QA call monitoring and provide coaching and feedback * Hold agents accountable for ... Excellent communication, coaching, and conflict resolution skills * Ability to manage performance ...

First Interstate Bank

Wealth Advisor I

Denver, CO · On-site

The health and happiness of the places we call home matter to us. Learn a little more about what we ... Performs all duties and responsibilities consistent with First Interstate, Wealth Management ...

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All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Colorado

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, and why are they important?

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
TECHNICIAN, SERVICE DESK, BILINGUAL SPANISH REQUIRED

TECHNICIAN, SERVICE DESK, BILINGUAL SPANISH REQUIRED

Denver Public Schools

Denver, CO • On-site

$48K - $58K/yr

Full-time

Medical, Retirement

This job post has expired 1 day ago. Applications are no longer accepted.

Denver Public Schools rating

6.4

Company rating: 6.4 out of 10

Based on 53 frontline employees who took The Breakroom Quiz

349th of 559 rated elementary and secondary schools

Job description


** Applications will be received until July 1, 2026. If the position is not filled by then, we may consider applications submitted after the deadline. Interested applicants must apply online by visiting the Denver Public Schools job board at careers.dpsk12.org. **
About this job:
Provides first level (Tier1) support by answering the telephone, managing self-service incidents and emails covering all aspects of supported technology and security access for the District. Records all incidents with users in an incident management system. Resolves Service Desk First Contact Resolutions (FCRs) and/or escalates to the next level of support. Advocates for quicker customer resolution time with assigned fix agent and/or task owners ensuring a good customer experience.
What DPS Offers You:
  • A Culture that values Equity, Accountability, Integrity, Collaboration and Fun with a shared vision that Every Learner Thrives.
  • Salary Range: $48,896-$58,676 Click here for more information on compensation for these roles.
  • In addition to competitive compensation, DPS has other Total Reward offerings such as; time off, health and wellness benefits, and PERA Retirement.

What You'll Do:
Operational and Organizational Leadership
  • Provides primary Service Desk real-time technology support via phone/email/self service to customers.
  • Records every engagement with the customer through the incident management system. Resolves Service Desk First Contact Resolutions or routes to the appropriate fix agent, escalates issues if warranted.
  • Gathers required information and or documentation for break/fix issues and/or security access requests.
  • Participates in the day-to-day operational activities of the team.

Personal and Values Leadership
  • Communicates incident status with the customer. Follows up with customers to assure problem was resolved satisfactorily.
  • Performs other related duties, including special projects, as assigned.
  • Provides first and second level technical support, may include low-to-mid level application, administration functions, desktop and workstation support, PC hardware and software troubleshooting.
  • Escalates issues by following the protocols.

People and Culture Leadership
  • Advocates for quicker customer resolution time with assigned fix agent and/or task owner.
  • Discusses issues at a technical or non-technical level, depending on the audience.

Community and Equity Leadership
  • Coordinates and performs application set-up and provide documentation for end users through real-time discussions/incident with users.

Vision and Strategy Leadership
  • Keeps abreast of all district hardware and software technology by attending scheduled trainings, reviewing Knowledge documents and/or training videos as required.
  • Adheres to individual and team goals related to daily call volume, call resolution and telephone system metrics.
  • Monitors all outstanding incidents through resolution.

Policies and Procedures
  • Follow all rules, policies and standard procedures for DPS, DoTS and team.
  • Other duties as assigned by the Service Desk Manager.

What You'll Need:
  • Education: Minimum of High School Diploma/GED
  • One year of experience in help desk support, working with a ticketing system, and utilizing computer hardware and software.
  • One year of customer service experience required.
  • One year of experience troubleshooting hardware and software desired
  • Bilingual Spanish Required
  • Lead for racial and educational excellence and work to dismantle systems of oppression and inequity in our community, along with believing in and supporting all students so they feel seen and heard with access to high quality education.
  • Live and work with a permanent home address in Colorado while working with us.
  • Have the ability with or without accommodations to meet the physical demands of the position.

Denver Public Schools is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by law or regulations. It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors.
Students First. Integrity. Equity. Collaboration. Accountability. Fun
About Us
Denver Public Schools is committed to meeting the educational needs of every student with great schools in every neighborhood. Our goal is to provide every child in Denver with rigorous, enriching educational opportunities from preschool through high school graduation. DPS is comprised of nearly 200 schools including traditional, magnet, charter and alternative pathways schools, with an enrollment of more than 90,000 students.
DPS has become the fastest-growing school district in the country in terms of enrollment and the fastest-growing large school district in the state in terms of student academic growth. Learn more at dpsk12.org.

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