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Evening First Call Resolution Jobs in Ohio (NOW HIRING)

BCForward

Call Center Representative

Sylvania, OH · On-site

$21/hr

The right candidate will enjoy assisting customers with first call resolution, de-escalate caller situations, adapt quickly to change, and work in a team environment. M-F, shifts between 8:00 am to 6 ...

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 ...

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 ...

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
Mainframe Production Control Specialist

Mainframe Production Control Specialist

Infinite computer Solutions

Westerville, OH

Full-time

Posted 7 days ago

Infinite Computer Solutions rating

7.7

Company rating: 7.7 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

80th of 203 rated it services

Job description

Job Details: Job Title: Mainframe Production Control Specialist Location: Columbus, OH Duration: 6 to 12 Months contract 2nd shift Schedule, Timings: 3:15 PM -11:45 PM Summary: Responsible for the monitoring of the client Mainframe Systems, and batch processing for a shift. Taking action and/or engaging support team when exceptions occur. Knowledge of JCL and being able to follow batch rerun / restart instructions.

In addition, this position acts as one of the CSC (Customer Service Center) agents accepting incoming calls, opening tickets in ServiceNow, first call resolution, and client escalations.

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