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Evening First Call Resolution Jobs in Franklin, TN

Carrington

Customer Service Specialist, I

Franklin, TN · On-site

$22/hr

Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.

Ardent Health

Contact Center Scheduler

Brentwood, TN · On-site +1

... First Call Resolution (FCR). * Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines. * Ensures an ...

Ardent Health

Contact Center Scheduler

Brentwood, TN · On-site

... First Call Resolution (FCR). * Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines. * Ensures an ...

Ardent Health

Contact Center Scheduler

Brentwood, TN · On-site

... First Call Resolution (FCR). * Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines. * Ensures an ...

Ardent Health

Contact Center Scheduler

Brentwood, TN · Remote

... First Call Resolution (FCR). * Safeguards patient information through compliance of HIPPA guidelines and adhering to Ardent policies and procedures and common security guidelines. * Ensures an ...

kgs

Operations Analyst (Mid level)

Nashville, TN

Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation ...

kgs

Operations Analyst (Mid level)

Nashville, TN · On-site

Independently collect, organize, analyze, and interpret call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation ...

Koniag, Inc.

Operations Analyst - Senior

Nashville, TN · On-site

Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

Koniag, Inc.

UAC Analyst (Mid)

Nashville, TN · On-site

... first call resolution rates, SLA compliance, and customer satisfaction scores. * Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas ...

kgs

UAC Analyst (Mid)

Nashville, TN

... first call resolution rates, SLA compliance, and customer satisfaction scores. * Proactively monitor daily, weekly, and monthly call center performance data, identifying trends, anomalies, and areas ...

kgs

Operations Analyst - Senior

Nashville, TN · On-site

Conduct deep-dive analysis of complex call center operational data including call volumes, ticket trends, handle times, first call resolution rates, SLA compliance, escalation patterns, workforce ...

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Showing results 1-20

All JobsEvening First Call Resolution JobsEvening First Call Resolution Jobs in Franklin, TN

Evening First Call Resolution information

See Franklin, TN salary details

$13

$28

$55

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

As of Aug 23, 2026, the average hourly pay for evening first call resolution in Franklin, TN is $28.36, according to ZipRecruiter salary data. Most workers in this role earn between $18.75 and $35.62 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 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 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.

Evening First Call Resolution jobs near you
Infographic showing various Evening First Call Resolution job openings in Franklin, TN as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 22% Part Time, and 4% Contract. Highlights an 88% Physical, 1% Hybrid, and 11% Remote job distribution, with an average salary of $58,990 per year, or $28.4 per hour.

Customer Service Specialist, I

Carrington Holding Company, LLC

Franklin, TN • On-site

$22/hr

Other

Medical, Retirement

Re-posted 10 hours ago

Job description


Come join our amazing team and work a hybrid schedule!
The Customer Service Specialist I will be responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans primarily handling inbound calls and outbound calls to borrowers due for current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the company's policies and procedures, all US state and federal laws and regulations, wherein the company operates.
The Customer Service Specialist I level is the entry level role in the job family and generally handles the least complex inbound calls; escalates more complex call as appropriate. The pay for this position is $22.00/hr plus monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set.
What you'll do:
  • Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
  • Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
  • Refer more complex or complicated calls to qualified team member.
  • Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
  • Track, follow-up and complete customer call backs to ensure inquiry resolution.
  • Collect payments whenever necessary and appropriate.
  • Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
  • Knowledge of Fair Debt Collection Practices Act preferred.
  • Knowledge of relevant and industry-specific computer software packages preferred.
  • Basic negotiation skills.
  • Ability to understand problems and to collaborate and explore alternative solutions.
  • Ability to make decisions that have moderate impact on the immediate work unit.
  • Ability to organize thoughts and ideas into understandable terminology.
  • Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
  • Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
What you'll need:
  • High school diploma or equivalent work experience.
  • Customer service/call center experience preferred, but not required.
  • Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
  • Bi-Lingual (Spanish) skillset preferred.
  • Hours Monday-Friday
Our Company:
Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you'll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com.
What We Offer:
  • Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
  • Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
  • Customized training programs to help you advance your career.
  • Employee referral bonuses so you'll get paid to help Carrington and Vylla grow.
  • Educational Reimbursement.
  • Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.
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