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Evening First Call Resolution Jobs in Illinois (NOW HIRING)

Watchfire

Help Desk CS I, S&I

Danville, IL · On-site

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 ...

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 ...

Walgreens

Specialist Resolution Team

Deerfield, IL · On-site

Provides support to patients and providers transferred from the Operations call center when the ... the first choice for pharmacy, retail and health services, building trusted relationships that ...

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 ...

Mintex

Customer Service Representative

Chicago, IL · On-site

$16.50 - $22.50/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 ...

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 ...

Paylocity

Customer 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 ...

Paylocity

Support Specialist I

Schaumburg, IL · On-site

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 ...

Socket.dev

Customer Experience Specialist

Chicago, IL · On-site

$60 - $65/hr

The ability to think outside the box and problem solve for first call resolution. Strong organizational skills and attention to detail. The ability to work independently and collaboratively in a team ...

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Showing results 21-40

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 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 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 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

Help Desk CS I, S&I

Watchfire

Danville, IL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 21 days ago

Job description

Our true differentiator in the market is exceptional technical support/customer service. Our help desk team is at the core of this promise. These technologically savvy call center techs are key team members who provide our customers-including stadium control room operators and live event staff-with remote service, software operation assistance, and troubleshooting for their A/V systems and video displays and training as part of the technical support helpdesk, utilizing an extensive knowledge base and hands-on training with our team. This is not a "customer service" CSR role in the traditional sense, as it is far more technical in nature; however, customer service is the critical focus of this helpdesk technician position. This role specializes in providing real-time support for high-stakes environments like live sporting events and entertainment productions.
Responsibilities
  • 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 Watchfire knowledgebase - a key web- based collection of both internal and customer-facing troubleshooting, how-to and resolution documentation.
  • Maintain detailed customer records in Customer Service database regarding each service/support call, email, and chat.
  • Perform other various special software and engineering assignments or duties as required.
  • Provide on-call or after hours support, especially during evenings and weekends to align with live event schedules
  • Occasional interaction with design/engineering team, with possibility to grow into R&D assignments, depending upon level of education and technical training.
  • Guide on-site personnel through hardware and software configurations and emergency procedures during live events.
  • Assist customers with content management and operation of audio and video display software.

Qualifications/Skills:
  • Solid understanding of basics of networking (not simply computer operation) is required.
  • Basic understanding of electronics - including college coursework
    NETWORKING: Previous hands-on network installation/maintenance coursework or experience (network setup, network technician, cabling, PC setup, telecommunications, etc.)
  • Previous customer service work experience is strongly recommended; 1+ years prior helpdesk /phone support experience, ideally IT/software/computer phone support
  • Exceptional and demonstrated verbal communication skills required, with demonstrated customer service skills
  • Experience in a live event production, broadcast, or A/V integration environment is strongly preferred.
  • A strong understanding of video signal types (e.g. SDI, HDMI) and signal flow troubleshooting
  • Demonstrated ability to provide clear, calm, and confident instruction to non-technical users in high-pressure situations.

Benefits
  • Medical
  • Dental
  • Vision
  • Company Paid Life/ADD
  • Voluntary Life/ADD
  • Dependent Life/ADD
  • 401k with Employer Match
  • Vacation
  • Personal Time

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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