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Evening First Call Resolution Jobs in Florida (NOW HIRING)

Certus Pest Inc

Supervisor, Customer Experience

Tampa, FL · Remote

$65K - $74K/yr

First Call Resolution: Improve or sustain FCR rate at = 75%. * Operational Accuracy: = 1% error rate in timecards, schedules, and commission tracking. * Task Completion: 100% of assigned offline ...

Certus Pest Inc

Supervisor, Customer Experience

Tampa, FL · On-site

$65K - $74K/yr

First Call Resolution: Improve or sustain FCR rate at = 75%. * Operational Accuracy: = 1% error rate in timecards, schedules, and commission tracking. * Task Completion: 100% of assigned offline ...

Independent Living Systems

Call Center Agent

Miami, FL · On-site

$14.25 - $19/hr

Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions. * Collaborate with internal ...

Independent Living Systems

Call Center Agent

Miami, FL · On-site

$14.25 - $19/hr

Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions. * Collaborate with internal ...

Independent Living Systems

Call Center Agent

Miami, FL · On-site

$14.25 - $19/hr

Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions. * Collaborate with internal ...

Independent Living Systems LLC

Call Center Agent

Miami, FL

$14.25 - $19/hr

Document call details, update member records, and utilize contact center systems and clerical tools accurately and strive for first call resolution in all interactions. * Collaborate with internal ...

EyeSouth Partners

Call Center Representative

Fort Pierce, FL · On-site

$14.50 - $18/hr

Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores. * Handle high call volumes and manage multiple tasks ...

EyeSouth Partners

Call Center Representative

Panama City, FL · On-site

$14.25 - $17.75/hr

Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores. * Handle high call volumes and manage multiple tasks ...

EyeSouth Partners

Call Center Representative

Jacksonville, FL · On-site

$14.75 - $18.50/hr

Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores. * Handle high call volumes and manage multiple tasks ...

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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, 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 are the most commonly searched types of First Call Resolution jobs in Florida? The most popular types of First Call Resolution jobs in Florida are:
What cities in Florida are hiring for Evening First Call Resolution jobs? Cities in Florida with the most Evening First Call Resolution job openings:
Evening First Call Resolution jobs near you
Supervisor, Customer Experience

Supervisor, Customer Experience

Certus Pest Inc

Tampa, FL • Remote

$65K - $74K/yr

Other

Posted 20 days ago

Job description

Description

This is a fully onsite role in Tampa, Florida.


Purpose

Lead day-to-day Customer Care operations to ensure consistent, high-quality customer experiences while driving team performance, accountability, and first-call resolution. This role exists to stabilize execution, improve customer satisfaction, and scale service quality through effective leadership, coaching, and operational discipline.


Key Contributions

  • Lead and support Customer Care agents to consistently meet service, quality, and productivity standards.
  • Drive performance management through coaching, feedback, and escalation ownership.
  • Ensure timely and accurate execution of core workflows, offline tasks, and customer follow-ups.
  • Maintain operational rigor through reporting, scheduling support, and time/commission oversight.
  • Partner cross-functionally to resolve systemic customer issues and improve CX processes.

Success Metrics

  • Customer Satisfaction: Maintain = 90% CSAT across supervised interactions.
  • Escalation Resolution: Resolve = 95% of escalated issues within 24 hours with no repeat escalation.
  • Team Performance: = 85% of agents consistently meeting individual QA, adherence, and productivity targets.
  • First Call Resolution: Improve or sustain FCR rate at = 75%.
  • Operational Accuracy: = 1% error rate in timecards, schedules, and commission tracking.
  • Task Completion: 100% of assigned offline tasks (callbacks, emails, chat support) completed within SLA

Growth Impact

  • Improves customer retention and lifetime value through faster, higher-quality issue resolution.
  • Enables scalable growth by establishing consistent performance standards and repeatable CX practices.
  • Reduces operational risk by ensuring adherence to call flow standards, documentation, and reporting.
  • Strengthens culture by building accountability, responsiveness, and coaching-driven development within the Customer Care team.

Capabilities & Strengths

  • People Leadership & Coaching: Ability to motivate, develop, and hold teams accountable in a fast-paced service environment.
  • Operational Judgment: Uses data, reporting, and real-time insights to prioritize work and drive results.
  • Customer-Centric Mindset: Models professionalism, empathy, and ownership in every customer interaction.

Requirements

Required Qualifications

  • 2+ years of experience leading customer service or call center teams.
  • Proven ability to coach performance and manage customer escalations.
  • Working knowledge of CRM systems, reporting tools, and communication platforms (e.g., HubSpot, Teams).

Preferred Qualifications

  • Experience supervising hybrid or remote customer service teams.
  • Background in high-volume, service-driven or multi-location environments.
  • Strong analytical skills with experience using KPIs to drive behavioral change.

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