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First Call Resolution Jobs in Arizona (NOW HIRING)

Concord Servicing

Contact Center Manager

Chandler, AZ · On-site

Track, analyze, and report on key performance indicators (KPIs), including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), abandonment rate, and service level ...

FBL Financial

Client/Member Triage Representative

Gilbert, AZ · On-site

$16 - $21.75/hr

Our ideal candidate is team oriented and highly motivated, projecting a positive image of Farm Bureau by providing exceptional first call resolution service to our agents, and customers from our ...

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First Call Resolution information

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$12

$26

$51

How much do first call resolution jobs pay per hour?

As of Jun 30, 2026, the average hourly pay for first call resolution in Arizona is $26.76, according to ZipRecruiter salary data. Most workers in this role earn between $17.69 and $33.61 per hour, depending on experience, location, and employer.

What is an example of a first call resolution?

First Call Resolution (FCR) in customer service roles refers to resolving a customer's issue during the initial contact without the need for follow-up. For example, a support agent providing troubleshooting steps that successfully fix a technical problem on the first call demonstrates FCR. Achieving high FCR rates often requires strong communication skills and product knowledge.

What is a First Call Resolution job?

A First Call Resolution (FCR) job focuses on resolving customer issues, questions, or concerns during their initial contact, without the need for follow-ups. Professionals in this role work in customer service or support teams, using problem-solving skills and company resources to address inquiries efficiently. The goal is to enhance customer satisfaction, improve service efficiency, and reduce operational costs. Successful FCR representatives have strong communication skills, product knowledge, and the ability to handle a variety of customer concerns effectively.

What are the key skills and qualifications needed to thrive in the First Call Resolution position, and why are they important?

To thrive in a First Call Resolution role, you need excellent problem-solving abilities, strong communication skills, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and sometimes specific industry tools is important. Exceptional soft skills such as empathy, patience, and active listening set top performers apart. These abilities are crucial to efficiently resolving customer issues on the first call, leading to increased customer satisfaction and operational efficiency.

What are the common challenges faced in a First Call Resolution position, and how are they typically managed?

Professionals in First Call Resolution roles often face challenges such as handling complex customer concerns, managing high call volumes, and staying updated on evolving product or service information. Effective training programs, strong team support, and knowledge bases are typically provided to help employees resolve issues efficiently. Most teams foster collaboration by encouraging agents to share solutions and escalate particularly challenging cases when needed. These strategies help maintain high customer satisfaction and support ongoing learning within the team.

What job makes $10,000 a month without a degree?

First Call Resolution is a customer service role focused on resolving customer issues on the first contact, typically paying between $3,000 and $6,000 per month. Earning $10,000 a month without a degree is uncommon in this field; high-paying roles often require specialized skills, certifications, or experience in sales, real estate, or entrepreneurship.

Is CSR a good entry level position?

Customer Service Representative (CSR) roles are commonly considered good entry-level positions because they typically require minimal prior experience and focus on communication and problem-solving skills. These roles often provide on-the-job training and can serve as a stepping stone to other customer-focused or administrative careers.

How can I make 2000 a week working from home?

First Call Resolution roles often pay hourly wages or performance-based bonuses, and earning $2000 weekly typically requires working full-time hours or handling high call volumes efficiently. Developing strong communication skills, familiarity with customer service tools, and maintaining consistent productivity can help increase earnings in this field.
What are the most commonly searched types of First Call Resolution jobs in Arizona? The most popular types of First Call Resolution jobs in Arizona are:
What are popular job titles related to First Call Resolution jobs in Arizona? For First Call Resolution jobs in Arizona, the most frequently searched job titles are:
What job categories do people searching First Call Resolution jobs in Arizona look for? The top searched job categories for First Call Resolution jobs in Arizona are:
First Call Resolution jobs near you
Infographic showing various First Call Resolution job openings in Arizona as of June 2026, with employment types broken down into 71% Full Time, and 29% Contract. Highlights an 100% In-person job distribution, with an average salary of $55,667 per year, or $26.8 per hour.
Customer Service Supervisor

Customer Service Supervisor

Concord Servicing

Chandler, AZ

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 22 days ago

Job description

Concord is a loan servicing fintech company dedicated to delivering exceptional financial solutions to borrowers across the country. As part of our growing Contact Center in Chandler, AZ, we are seeking a Customer Service Supervisor to lead a team of representatives supporting a large Solar loan originator. This is a fully onsite position requiring a high degree of professionalism, security awareness, and a commitment to service excellence in a regulated financial services environment. 

Duties and Responsibilities: 

  • Supervise, coach, and develop a team of Contact Center representatives handling inbound and outbound calls, including account inquiries, payment processing, and escalations 
  • Monitor team performance against key metrics, including call quality, handle time, first call resolution, and customer satisfaction scores; provide regular feedback and performance reviews 
  • Ensure strict adherence to data security protocols, compliance standards, and client-specific security requirements as mandated by the Solar loan originator partner 
  • Manage daily staffing, scheduling, and workflow to ensure adequate coverage and service level targets are consistently met 
  • Handle escalated customer issues and complex loan servicing inquiries with professionalism, applying sound judgment and knowledge of applicable regulations 
  • Conduct regular call monitoring, side-by-side coaching, and quality assurance reviews to ensure service delivery meets client and company standards 
  • Partner with Training and QA teams to identify knowledge gaps and implement ongoing development programs for team members 
  • Collaborate with the Contact Center Manager to report on team performance, surface operational challenges, and contribute to process improvement initiatives 
  • Foster a positive, inclusive, and high-accountability team culture that aligns with Concord's core values and the expectations of a security-conscious financial services environment 
  • Manages projects as needed, adapting priorities to meet evolving business needs 

Requirements

  • 3-5 years of customer service experience in a contact center environment, with at least 1-2 years in a supervisory or team lead role 
  • Familiarity with AI tools and a willingness to leverage them to improve efficiency and streamline day-to-day administrative tasks 
  • Experience in financial services, loan servicing, fintech, or a similarly regulated industry is strongly preferred 
  • Demonstrated ability to lead, motivate, and hold a team accountable in a metrics-driven contact center environment 
  • Strong understanding of data privacy, information security best practices, and the ability to enforce high-security protocols required by our client partners 
  • Excellent verbal and written communication skills; able to de-escalate difficult interactions and communicate clearly with customers and internal stakeholders alike 
  • Proficiency with contact center platforms, CRM systems, and reporting tools; experience with workforce management software is a plus 
  • Must be able to work fully onsite at our Chandler, AZ Contact Center 

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short-Term & Long-Term Disability
  • Wellness Resources

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