ZipRecruiter

Log In

1

Evening First Call Resolution Jobs in Ohio (NOW HIRING)

YMCA of Greater Dayton

Call Center Agent

Dayton, OH

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH · On-site

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH · On-site

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH · On-site

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

RemX

Be Seen First

Customer Service Representative, Banking - Cincinnati, OH $17/hr

Cincinnati, OH · On-site

$17/hr

Provide first-call resolution whenever possible What We're Looking For: * High school diploma or equivalent * 2+ years of customer service or call center experience * Strong communication and problem ...

Collabera

Helpdesk Analyst

Brooklyn, OH

$19.25 - $26.25/hr

We strive to attain a high first call resolution while providing exemplary client service for our internal employees and contractors. Phone Based Support Answer incoming calls at your desk through a ...

next page

Showing results 1-20

All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Ohio

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?

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.
Evening First Call Resolution jobs near you

Call Center Agent

YMCA of Greater Dayton

Dayton, OH

$13.50 - $16.20/hr

Full-time

Re-posted 9 days ago

YMCA Of Greater Dayton rating

4.5

Company rating: 4.5 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

737th of 772 rated non-profit organizations

Job description

Call Center Agent
Association Services Office
Dayton, OH
$13.50-$16.20/Hour
Full-Time/Non-Exempt
*This position requires an in-office presence and is not remote.*
 
 
Position Summary:
 
Provides an exceptional Y Experience by engaging members via telephone, web chat or email. As part of the Y’s primary contact team, serves current and potential members who want to register for membership, programs, make adjustments to their accounts or seek other general information about the various programs and services the Y provides.
 
At the YMCA, We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.
 
Essential Functions:
  • Uphold the mission of the YMCA and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful, and welcoming nature.
  • Model the YMCA character and values of Caring, Honesty, Respect and Responsibility through your actions and conversations.
  • Create an awesome Y Experience by responding to telephone, web chat or email inquiries with enthusiasm, care, and tact.
  • Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants.
  • Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution.
  • Work individually and as a team to meet/exceed established performance goals (i.e., availability, quality calls, first-call resolution, etc.).
  • Document all notes, and actions taken in the appropriate system(s).
  • Identify and escalate issues to supervisors, as needed.
  • Adhere to scheduled shift start and break times to optimize availability.
  • Make the Y a happy place by nurturing positive relationships with members, program participants, volunteers, and staff.
  •  
Qualifications:
  • High school diploma or equivalent.
  • Must be at least 18 years of age.
  • 2 years of customer service experience required. Previous call center experience preferred.  
  • Ability to complete YUSA’s Listen First training module.
  • Proficient computer skills, including Microsoft Office.
  • A strong commitment to nonprofit, mission-based work.
  • Ability to work and communicate in a positive manner.
  • Must be able to multi-task, problem solve and prioritize tasks.
  • Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality.
  • Exemplifies YMCA values, leadership qualities and professional image.
  • Enjoys building genuine relationships and is able to build rapport and credibility quickly. Genuinely cares about helping other reach their full potential.
  • Ability to work flexible hours, including evenings and weekends, as well as overtime.
  • Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Embraces change and the opportunity to perform other related duties as assigned.
  • Bilingual (English/Spanish) is desired but not required.

What YMCA Of Greater Dayton employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom