ZipRecruiter

Log In

1

Evening First Call Resolution Jobs in Ohio (NOW HIRING)

Northwest

Contact Center Specialist I

Columbus, OH · On-site

You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center ... Aim to resolve customer inquiries utilizing a First Call Resolution approach * Appropriate use of ...

Opportunities

Contact Center Specialist I

Columbus, OH · On-site

You can expect to work evening shifts and Saturday hours on a rotating basis. Contact Center ... Aim to resolve customer inquiries utilizing a First Call Resolution approach * Appropriate use of ...

Amicis Global

Tech Support

Columbus, OH · On-site

$20 - $21/hr

The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first-call resolution, and identifying opportunities to streamline/automate the agent process.

Delaware Nation Industries

Monitor ticket queues and enforce service-level performance, including timely prioritization, call responsiveness, first-call resolution, and resolution timelines based on incident severity.

Hertz

Private Aviation Specialist

Cleveland, OH

$22/hr

... first-call resolution. * Other duties as assigned. Educational Background: * High School Diploma or GED Knowledge: * Working knowledge of MS Office 365, Excel, Word, Access * 1 Year of Customer ...

Sharecare

Lead Customer Service Rep

Columbus, OH · On-site

Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.?? * Identifying trends in ...

Benchmark, LLC

Administrative Assistant

Akron, OH · On-site

$16 - $18/hr

Provide excellent customer service for all incoming calls for the Benchmark business unit, aim for first call resolution, and follow up or forward any calls needing additional support. * Assist with ...

previous page

Showing results 41-60

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

Contact Center Specialist I

Northwest

Columbus, OH • On-site

Full-time

Re-posted 12 days ago

Job description

OH0713 NW Bancshares HQ

Job Description

DESCRIPTION

Our Contact Center Specialists are responsible for providing quality and efficient customer service to clients, utilizing multiple customer databases, and providing technical assistance as required. Contact Center Specialists works to achieve monthly call quality performance while educating clients on products and services.

Northwest Bank's Contact Center is open Monday through Friday 8:00 AM - 8:00 PM and Saturday 9:00 AM - 1:00 PM and is closed regular bank holidays. You can expect to work evening shifts and Saturday hours on a rotating basis.

Contact Center Specialists are eligible for a shift differential for hours worked after 5:00 PM.

ESSENTIAL FUNCTIONS:

  • Meet productivity standards and complete work in a timely manner
  • Ensure compliance with scheduling requirements and attendance standards
  • Maintain client and Northwest confidentiality
  • Meet service level standards
  • Achieve Contact Center performance standards
  • Serve as a Contact Center orientation trainer
  • Identify and resolve customer problems in an efficient manner
  • Gather and analyze information skillfully and develop alternative solutions
  • Manage difficult or emotional customer situations
  • Respond promptly to customer needs
  • Respond to requests and meet commitments
  • Speak clearly and persuasively in positive or negative situations
  • Educate clients on the benefits of Northwest products and services
  • Approach others in a tactful manner and reacting well under pressure
  • Demonstrate accuracy and thoroughness
  • Look for ways to improve and promote quality
  • Demonstrate excellent listening and interpretative skills
  • Demonstrate the ability to establish collaborative customer relationships in a fast paced environment
  • Aim to resolve customer inquiries utilizing a First Call Resolution approach
  • Appropriate use of established call policies and procedures and scripts
  • Provide support of Northwest technical products and services
  • Ability to troubleshoot online access issues
  • Make all outbound calls as delivered and instructed in an efficient manner
  • Document results as instructed
  • Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
  • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
  • Work as part of a team
  • Work with on-site equipment

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ability to establish effective working relationships among team members and participate in solving problems and making decisions
  • Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written
  • Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information
  • Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information
  • Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas
  • Knowledge of Northwest products and services
  • Knowledge of computer, mobile app and bill pay systems
  • Knowledge and proficiency of debit and credit card systems
  • Knowledge of Northwest's automated system

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

  • High School Diploma or Equivalent preferred
  • Associate Degree in Related Subject preferred

Work Experience:

  • Customer Service Experience preferred
  • Good Technological Background preferred

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

Apply