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Evening First Call Resolution Jobs in Florida (NOW HIRING)

MCI Careers

Bilingual Call Center Representative

Tampa, FL · On-site

$14 - $17.25/hr

Ensure first-call resolution through effective troubleshooting and communication * Stay up to date on program changes by attending training and reviewing materials * Maintain accurate documentation ...

MCI

Bilingual Call Center Representative

Tampa, FL

Ensure first-call resolution through effective troubleshooting and communication * Stay up to date on program changes by attending training and reviewing materials * Maintain accurate documentation ...

ValorVIP

Bilingual Call Center Representative

Tampa, FL · On-site

$14 - $17.25/hr

Ensure first-call resolution through effective troubleshooting and communication * Stay up to date on program changes by attending training and reviewing materials * Maintain accurate documentation ...

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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

HVAC Customer Service Representative / Dispatcher / Scheduler

Straightac Services Llc

West Palm Beach, FL • On-site

$40K - $60K/yr

Full-time

Retirement, PTO

Posted 16 days ago

Job description

Benefits:
  • Short-Term & Long-Term Disability
  • 401(k) matching
  • Competitive salary
  • Employee discounts
  • Opportunity for advancement
  • Paid time off
  • Training & development

About Us
Straight AC Services is a fast-growing residential/commercial HVAC company known for reliable service and a people-first culture. We value teamwork, clear communication, and doing the right thing for customers and technicians alike.
Role Summary
Youll be the hub of our daily operationsanswering inbound calls, booking service, dispatching techs, optimizing the schedule, and ensuring customer satisfaction.
What Youll Do
  • Customer Care
    • Answer inbound calls, texts, and emails; triage HVAC issues and set expectations.
    • Convert leads into booked appointments and explain maintenance plans.
    • Provide proactive status updates and follow-ups after service.
  • Scheduling & Dispatch
    • Build and maintain an efficient board: route technicians by skills, parts, and geography.
    • Monitor tech ETA, job progress, and same-day opportunities; reduce drive time and call-backs.
    • Coordinate emergencies, recalls, and warranty jobs with minimal disruption.
  • Coordination & Admin
    • Verify job details: access needs, pets, equipment info, photos, and prior history.
    • Create/close work orders; capture accurate notes, reason codes, and job outcomes.
    • Take payments, process authorizations, and document membership enrollments.
    • Communicate cross-functionally with Parts, Sales, and Management on priorities.
  • Performance & Quality
    • Escalate issues and recommend improvements to scripts, routing, and capacity planning.
What Youll Bring
  • 13+ years in HVAC, home services, or similar high-volume dispatch/call center environment.
  • Strong multitasking in a live environment: phones, chat, and board management.
  • Excellent verbal and written communication; calm under pressure and solution-focused.
  • Tech-savvy with scheduling/dispatch software Housecall Pro, VoIP, GPS/telematics, and G Suite.
  • Basic understanding of HVAC terminology (heat pumps, packaged units, maintenance agreements).
  • Organized, detail-oriented, and comfortable making time-sensitive decisions.
  • Weekend/evening/rotating on-call availability preferred.
Nice to Have
  • Experience optimizing routes.
  • Prior CSR upselling success (maintenance plans, IAQ products).
Key Metrics Youll Impact
  • Booking rate and speed-to-answer
  • On-time arrival and first-call resolution
  • Technician utilization and drive time
Compensation & Benefits
  • Competitive pay
  • Overtime eligibility and paid training
  • 401(k) with match
  • Paid time off, holidays, and sick leave
  • Company-sponsored industry certifications and growth path to Lead Dispatcher or Operations Coordinator
Work Environment
  • Office-based.
  • Fast-paced, supportive team with clear playbooks and real-time tools.
  • Tools we use: House Call Pro, Verizon One Talk, Google Workspace.
  • Typical shift: Monday-Friday with rotating on-call weekends.
Equal Opportunity
Straight AC Services is an equal opportunity employer. We celebrate diversity and are committed to a safe, inclusive workplace.