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Evening First Call Resolution Jobs in Tennessee (NOW HIRING)

7 Insurance

Call Center Agent

Knoxville, TN · On-site

$17/hr

First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department. * Exceed or ...

Emerson Properties

Service Manager

Chattanooga, TN · On-site

... times, first-call resolution, labor efficiency, and revenue goals • Oversee inventory management, parts ordering, and fleet maintenance • Train, mentor, and evaluate technicians to support ...

AerSale Holdings

IT Support Analyst II

Memphis, TN · On-site

First-call resolution rate. * SLA compliance. * Customer satisfaction (CSAT). * Ticket backlog management. * Mean Time to Resolution (MTTR). * Knowledge article contributions. Education and ...

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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.
What are the most commonly searched types of First Call Resolution jobs in Tennessee? The most popular types of First Call Resolution jobs in Tennessee are:
What cities in Tennessee are hiring for Evening First Call Resolution jobs? Cities in Tennessee with the most Evening First Call Resolution job openings:
Evening First Call Resolution jobs near you

Call Center Agent

7 Insurance

Knoxville, TN • On-site

$17/hr

Full-time

Posted 26 days ago

Job description

Reports to: Assistant Manager, Member Engagement
Supervises: 0 (Direct) 0 (Indirect)
Starting Wage: $17.00 per hour
ESSENTIAL FUNCTIONS
  • Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing. Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.
  • Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.
  • Ensure transactional and informational accuracy.
  • Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.
  • Process member transactions received via mail.
  • Image documents to Synergy.
  • First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.
  • Exceed or maintain an acceptable score on the Quality Assurance Scorecard. Achieve Key Performance Indicator goals.
  • Regular and predictable attendance.
  • Perform additional job-related duties as assigned.

EDUCATION/ EXPERIENCE
  • One year to two years of similar or related experience.
  • A high school education or GED.

OTHER SKILLS AND ABILITIES
  • Ability to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence. Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.
  • Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals. Ability to compute rate, ratio, and percentages.
  • Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form. Ability to perform duties using multiple system simultaneously.
  • Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
  • Position requires sitting for extended periods; use hands and fingers, handle or feel; reach with hands and arms; talk or hear. Must be able to speak and hear distinctly, specific vision abilities required by this job include: close vision, color vision, and ability to adjust focus.
  • Ability to work in a fast-paced environment involving mild to moderate stress levels associated with the performance of the job duties as described.
  • Courtesy, tact, and diplomacy are essential elements of the job.
  • Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

PERFORMANCE MEASUREMENTS:
  • Within established levels of authority, process member's financial transactions, resolve problems, and answer questions regarding Y-12 FCU products and services.
  • Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance and product development.
  • Maintain willingness and flexibility to work in shifts to accommodate the extended operating hours and business needs of the Teller center. Maintain a dependable record of attendance and timeliness.
  • To answer the call promptly and within established guidelines.
  • Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.

SERVICE STANDARDS:
  • Own the Issue
    • Build confidence that you will help through your words and actions.
    • Minimize the team/member's effort.
  • Personalize the Experience
    • Show that you care about the person and the issue.
    • Adapt to the team/member's pace, style, and emotional tone.
  • Be Authentic
    • Be genuine.
    • Be present in the conversation to avoid sounding mechanical.
  • Understand, then Solve
    • Aim for one-call resolution.
    • Address the underlying issue vs. just the request.
    • Be crystal clear on next steps.
  • Be Curious to Exceed Expectations
    • Pick up on cues and clues indicating other needs.
    • Engage in conversation to discuss broader needs.
    • Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
Typical office - no hazardous or unpleasant conditions.
We are an EEO Employer
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Equal Opportunity Employer
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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