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Evening First Call Resolution Jobs in Ohio (NOW HIRING)

City BBQ

Call Center-Guest Recovery Representative

Dublin, OH · On-site

$15.50 - $19.25/hr

Resolve all guest concerns with first call resolution. * Maintain a professional appearance at all times and display a positive and enthusiastic approach to all assignments * Have the ability to ...

Collabera

Helpdesk Analyst

Brooklyn, OH · On-site

$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 ...

Rocky Brands, Inc.

Call Center Analyst

Nelsonville, OH · On-site

Develop, maintain, and manage Key Performance Indicators (KPIs) including: o Average Handle Time (AHT) o First Call Resolution (FCR) o Customer Satisfaction Score (CSAT) o Service Level Agreements ...

Hocking College

Call Center Analyst

Nelsonville, OH · On-site

$50K/yr

Develop, maintain, and manage Key Performance Indicators (KPIs) including: o Average Handle Time (AHT) o First Call Resolution (FCR) o Customer Satisfaction Score (CSAT) o Service Level Agreements ...

Rokky Brands

Call Center Analyst

Nelsonville, OH · On-site

$50K/yr

Develop, maintain, and manage Key Performance Indicators (KPIs) including: o Average Handle Time (AHT) o First Call Resolution (FCR) o Customer Satisfaction Score (CSAT) o Service Level Agreements ...

Medicount Management, Inc.

Be Seen First

Patient Billing Call Center Manager

Evendale, OH · On-site

$50K - $55K/yr

Monitor and analyze call center KPIs -- including call volume, handle time, first-call resolution, and abandonment rates -- and take corrective action as needed * Implement and enforce a midday ...

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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.
Evening First Call Resolution jobs near you
Call Center-Guest Recovery Representative

Call Center-Guest Recovery Representative

City Barbeque, LLC

Dublin, OH • On-site

$16 - $16.50/hr

Full-time

Posted 13 days ago

City Barbeque rating

5.3

Company rating: 5.3 out of 10

Based on 13 frontline employees who took The Breakroom Quiz

Job description

POSITION SUMMARY AND MISSION:

HOURLY pay + Commission! We are searching for a Full Time Guest Recovery Rep. The schedule is Wed/Thurs/Fri/Sat/Mon 1:15 PM – 8:30 PM

This position contributes to City Barbeque success by serving our joints and guests by helping our guests find the perfect meal for their occasion, answering general questions about our menu, handling 86 Requests, handling guest complaints over the phone & email.

SUMMARY OF KEY RESPONSIBILITIES:
Responsibilities and essential job functions include but are not limited to the following:

  • Speak clearly and listen attentively to guests and other employees while maintaining a cheerful and helpful attitude
  • Have a complete understanding of the menu and services that City BBQ Provides so that you may handle all guest questions
  • Assist guests with placing orders over the phone
  • Resolve all guest concerns with first call resolution.
  • Maintain a professional appearance at all times and display a positive and enthusiastic approach to all assignments
  • Have the ability to adapt to changing guest volume levels with a sense of urgency
  • Use of proper phone etiquette and phone procedures.
  • Proficient in word processing, and spreadsheet software
  • Able to take own initiative to communicate appropriately in written and verbal form.
  • Reports directly to the Guest Recovery Supervisor and indirectly to the Guest Recovery Manager

JOB DUTIES:

Job Duties include but are not limited to the following:

  • Take incoming phone calls from guests calling our joints
  • Provide first call resolution for all guest concern calls
  • Assist guests with placing orders over the phone
  • Process 86 requests when assigned
  • Review and respond to all guest emails with same day turn around to the following email inboxes: CBBQ Rewards, CBBQ Info, City BBQ Guest Recovery
  • All other duties as assigned

PHYSICAL JOB REQUIREMENTS:

Work is performed in an office environment and requires the ability to operate standard office equipment, computers, and keyboards. Sedentary work.

*THIS IS NOT A REMOTE POSITION!




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