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Evening First Call Resolution Jobs in Illinois (NOW HIRING)

Onco360

Oncology Concierge Pharmacy Technician

Woodridge, IL · On-site

$17.25 - $21/hr

Provide first-call resolution for patient and provider inquiries, triage calls to appropriate departments * Phone support- Coordinate medication deliveries and collect co-payments. Inbound calls ...

Onco360

Oncology Concierge Pharmacy Technician

Woodridge, IL · Remote

$17.25 - $21/hr

Provide first-call resolution for patient and provider inquiries, triage calls to appropriate departments * Phone support- Coordinate medication deliveries and collect co-payments. Inbound calls ...

Paylocity

Call Center Support Specialist

Schaumburg, IL · On-site

$17.75 - $24/hr

Demonstrated High-Volume Customer/Client first call resolution Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train ...

Synapse Health

Specialist, Qualifications

Skokie, IL · On-site

Deliver a high-quality patient experience while meeting established performance metrics, including productivity, documentation accuracy, call quality, member satisfaction, first call resolution, and ...

Watchfire

Intern Help Desk Technician

Danville, IL · On-site

$19.25 - $26/hr

Provide world-class customer tech support promptly, with a focus on quality and on first call resolution to our customers, dealers, and end-users. * Assist in continual improvement/expansion of the ...

Mintex Inc

Customer Service Representative

Chicago, IL · On-site

$18/hr

Demonstrate a strong understanding of call center Key Performance Indicators (KPIs), including but not limited to call volume, call quality, average handle time, response time, first call resolution ...

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All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Illinois

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 Illinois? The most popular types of First Call Resolution jobs in Illinois are:
What cities in Illinois are hiring for Evening First Call Resolution jobs? Cities in Illinois with the most Evening First Call Resolution job openings:
Evening First Call Resolution jobs near you
Member Care Representative - Inbound Call Center

Member Care Representative - Inbound Call Center

Alliant Credit Union

Chicago, IL • Hybrid

$15.50 - $20/hr

Full-time

Posted 14 days ago

Job description

This hybrid role serves as a trusted resource for credit union members, delivering personalized, consultative service primarily through phone interactions. The representative is responsible for creating a positive, seamless experience by understanding member needs, resolving concerns with empathy, and guiding members toward financial solutions that support their goals.

Member Experience & Relationship Building

  • Deliver exceptional, member-focused service by actively listening, demonstrating empathy, and building rapport in every interaction
  • Serve as a trusted advisor by identifying member needs and recommending appropriate products, services, and solutions

Issue Resolution & Service Excellence

  • Address member inquiries with a focus on first call resolution
  • Handle sensitive or escalated conversations with professionalism, patience, and effective de-escalation techniques
  • Advocate for members by resolving concerns while maintaining compliance with all policies and regulatory requirements

Transaction & Account Support

  • Accurately and efficiently process financial transactions
  • Assist with account maintenance activities such as balance inquiries, account updates, debit card services, and membership changes
  • Support members with opening and closing deposit accounts and related services

Consultative Support & Financial Guidance

  • Evaluate member financial needs and provide guidance aligned with their goals
  • Educate members on available products, digital tools, and self-service options to enhance their overall experience
  • Exercise sound judgment when making decisions such as fee refunds within established guidelines

Team Collaboration & Continuous Improvement

  • Partner with peers and leadership to foster a collaborative, service-oriented team environment
  • Contribute to continuous improvement efforts by sharing feedback, identifying opportunities, and supporting best practices

Work Schedule

  • Monday – Friday: 8:00 AM – 9:00 PM
  • Saturday: 10:00 AM – 3:00 PM

    Education & Years of Experience

    • Minimum - High School or Equivalent
    • Minimum - 1 Year Banking, Retail, Customer Service or Related
    • Preferred - 1 Year Call Center within a Financial Services Environment