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Evening First Call Resolution Jobs in Berwyn, IL

Next Step Systems

Helpdesk Technician, Level 2

Chicago, IL · On-site

$20.50 - $27.75/hr

Helpdesk Technician, Level 2 Responsibilities: - Monitor the company's IT ticketing system. - Provide tier 1 and 2 (First Call Resolution) support to employees both in-person and remotely. - Escalate ...

Synapse Health

Specialist, Qualifications

Skokie, IL

Deliver a high-quality patient experience while meeting established performance metrics, including productivity, documentation accuracy, call quality, member satisfaction, first call resolution, and ...

Addison Group

Call Center Agent

Palatine, IL · On-site

$20 - $21/hr

... issue resolution. This role requires strong communication skills, the ability to multitask ... first mindset while managing a high volume of inbound and outbound interactions. Key ...

Chicago ENT

PCC Call Center

Chicago, IL · On-site

$16.50 - $20.50/hr

Meet established Call Center performance standards, including but not limited to average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and ...

Chicago ENT

PCC Call Center

Chicago, IL · On-site

$18 - $22/hr

Meet established Call Center performance standards, including but not limited to average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and ...

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All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Berwyn, IL

Evening First Call Resolution information

See Berwyn, IL salary details

$13

$29

$56

How much do evening first call resolution jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for evening first call resolution in Berwyn, IL is $29.12, according to ZipRecruiter salary data. Most workers in this role earn between $19.28 and $36.54 per hour, depending on experience, location, and employer.

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

Service Desk Manager - IT

Request Technology, LLC

Franklin Park, IL • On-site

Other

Posted 2 days ago

New

Job description

***We are unable to sponsor as this is a permanent full-time role***

***This is a Contract to Hire Position***

Responsibilities & Qualifications

  • Experience managing service desk operating budgets and software license stewardship at the endpoint.
  • Experience supporting global colleagues across time zones including Mexico and India.
  • Experience with Jira Service Management or another similar ITSM solution.
  • Experience with major incident management and incident commander practices.
  • Experience with Windows Autopilot, Microsoft Intune, and modern endpoint management at scale.
  • Leads day-to-day operations of the IT Service Desk as the face of IT to the business. Owns end-user customer experience and service quality across the IT lifecycle including new-hire onboarding, role changes, and offboarding. Drives CSAT measurement, voice-of-customer feedback loops, and continual service improvement based on user input and trend data. Sets and enforces white-glove customer service standards including VIP and executive support.
  • Owns IT Service Desk processes aligned to ITIL practices including incident management, request fulfillment, problem management, knowledge management, change enablement coordination, service level management, and continual service improvement. Serves as the senior escalation point for the most complex incidents and as incident commander for major incidents affecting end users. Drives root cause analysis on recurring issues and ensures repeatable documented processes operate consistently across sites.
  • Owns service desk performance reporting, KPI definition, and SLA tracking. Maintains and publishes dashboards covering ticket volume, backlog age, first-call resolution, mean time to resolve, SLA attainment, CSAT, and repeat-caller trends. Reports service desk performance to IT leadership and business stakeholders on a regular cadence and uses data to drive staffing, training, and process decisions.
  • Owns the end-user hardware lifecycle and refresh program for laptops, desktops, mobile devices, printers, plotters, and meeting room hardware across company domestic and global sites. Drives forward-looking refresh planning, end-of-life tracking, hardware standards definition, replacement sequencing, and asset inputs to IT budget and capital planning. Ensures no end-of-life equipment remains in production past committed timelines.
  • Owns end-user asset management discipline and visibility. Ensures device inventory accuracy, lifecycle status tracking, and use of asset data to support budgeting, refresh planning, software license management, and security compliance reporting.
  • Manages the service desk team including hiring, onboarding, coaching, performance management, training, and career development. Owns workload allocation, shift scheduling, on-call rotations, and global support coverage strategy across US domestic, Mexico, and India. Builds bench strength and succession depth for senior analyst and team lead roles.
  • Plans and executes end-user technology initiatives with structured milestones, clear ownership, status visibility, stakeholder communication, and on-time delivery. Includes hardware refresh waves, OS upgrades, Microsoft 365 rollouts, site openings, office moves, and merger and acquisition integration support.
  • Manages vendor and partner relationships for service desk operations including hardware OEMs, software vendors, MSP and staff augmentation partners, mobile carriers, and managed print providers. Owns vendor SLAs, escalation paths, warranty management, performance reviews, and renewal input.
  • Drives self-service, automation, and AI-enabled support adoption to shift left routine work, reduce ticket volume, and improve user experience. Partners with the AI Enablement function to surface service desk use cases for AI adoption. Manages the service desk knowledge base as a strategic asset.

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