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First Call Resolution Jobs in Michigan (NOW HIRING)

Detroit IT

Service Desk Manager

Birmingham, MI · On-site

Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate. Ensure that all service level agreements are met, and SOP and/or processes are being followed.

Detroit IT

Service Desk Manager

Birmingham, MI

Oversee Service Desk metrics, and strive for continuous improvement including first call resolution rate. Ensure that all service level agreements are met, and SOP and/or processes are being followed.

State of Michigan

Service Desk Administrator

Lansing, MI · On-site

$60K - $80K/yr

... first call resolution Ensures tickets are resolved following approved procedures Coordinates ticket escalations, outages, and other technical communications to affected end users Provides on-site ...

State of Michigan

Service Desk Administrator

Lansing, MI · On-site

$60K - $80K/yr

Seeks knowledge and education to improve Service Desk competence and improve first call resolution * Ensures tickets are resolved following approved procedures * Coordinates ticket escalations ...

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First Call Resolution information

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 popular job titles related to First Call Resolution jobs in Michigan? For First Call Resolution jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching First Call Resolution jobs in Michigan look for? The top searched job categories for First Call Resolution jobs in Michigan are:
What cities in Michigan are hiring for First Call Resolution jobs? Cities in Michigan with the most First Call Resolution job openings:
First Call Resolution jobs near you
Infographic showing various First Call Resolution job openings in Michigan as of June 2026, with employment types broken down into 82% Full Time, and 18% Part Time. Highlights an 82% In-person, 9% Hybrid, and 9% Remote job distribution.

Customer Service Center Representative

ChoiceOne Financial Services

Sparta, MI • On-site

$15 - $20.25/hr

Other

Posted 8 days ago

Key responsibilities

  • Provide support and service to banking customers by addressing their service concerns and recommending products and services.

  • Answer incoming calls quickly and efficiently, resolving issues with a 'First Call Resolution' mindset or escalating when appropriate.

  • Record all client contact, sales, or referrals via Synapsys and follow up with clients to ensure satisfaction.

Job description

Job Type
Full-time
Description
Customer Service Center Representative
Non-Exempt - Grade Level 2
Equal Employment Opportunity
Corporate Values & Mission
"Provide superior service, quality advice and show our utmost respect to everyone we meet."
General Summary
Provide world class support and service to our banking customers. Treat each customer with respect and courtesy, responsively addressing their service concerns, and recommending ChoiceOne products and services to help them achieve their financial goals. Take ownership of each customer service situation and work to resolve issues, deepening the customer relationship upon a "First Call Resolution" process.
Reports To: Customer Service Center Assistant Manager
Essential Duties and Responsibilities

  • Provide friendly, helpful service that promotes financial discipline by:
  • Preparing for daily interactions with a professional mindset and an organized workstation.
  • Maintaining knowledge of the bank's products, services, and processes.
  • Proactively greeting clients with a smile and warm tone.
  • Understanding the client's objectives by asking appropriate questions and listening to the client's responses.
  • Recommending the best solution or guiding the client to the appropriate staff to accomplish the client's needs and strengthen their financial well-being.
  • Processing the transaction accurately and efficiently.
  • Following up with the clients to ensure satisfaction and provide encouragement.
  • Proactively displaying teamwork and respect for other team members.
  • Answer incoming calls quickly and efficiently, escalating issues when appropriate
  • Take ownership of call and respond with a "First Call Resolution" mindset
  • Maintain, cross-sell, and refer all ChoiceOne products
  • Record all client contact, sales, or referrals via Synapsys
  • Attends department meetings as scheduled.
  • Additional responsibilities as assigned.
  • Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.
  • Be familiar with and comply with all federal and state banking regulations as applicable.

Qualifications
To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.
Experience and/or Education
  • High School Diploma or GED
  • Minimum of one (1) year of Call Center experience in banking, financial services, or goal-driven retail sales preferred
  • Bilingual preferred
Competencies
Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
Reliability - is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; able to provide flexibility and adapt to changing schedules; follows instructions; responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
Physical Demands and Work Environment
  • Ability to work in an office environment which may include many hours of computer and telephone usage.
  • This position is not remote-eligible.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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