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First Call Resolution Jobs in Michigan (NOW HIRING)

ChoiceOne Bank

Treasury Services Specialist

Fenton, MI · Remote

Take ownership of calls and respond with a "First Call Resolution" mindset (85% achievement). * Process and complete all incoming service requests from the Treasury Help email box, including new ...

ChoiceOne Bank

Treasury Services Specialist

Fenton, MI · On-site

Take ownership of calls and respond with a "First Call Resolution" mindset (85% achievement). * Process and complete all incoming service requests from the Treasury Help email box, including new ...

TekWissen LLC

Material Handler II

Ann Arbor, MI · On-site

$18 - $20/hr

Address customer concerns, resolve issues, and aim for first-call resolution within established turnaround times * Stay current with policies, procedures, and process improvements to support ...

ChoiceOne Bank

Treasury Services Specialist

Fenton, MI · On-site

Take ownership of calls and respond with a "First Call Resolution" mindset (85% achievement). * Process and complete all incoming service requests from the Treasury Help email box, including new ...

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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.
Optical Lab Customer Service Representative Tier II

Optical Lab Customer Service Representative Tier II

ABB Optical Group

Auburn Hills, MI • On-site

$20/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 3 days ago

ABB Optical Group rating

7.2

Company rating: 7.2 out of 10

Based on 16 frontline employees who took The Breakroom Quiz

Job description

JOB RESPONSIBILITIES
Reporting directly to the Business Operations Manager, the Lab Tier II Customer Service Representative provides elevated support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab. You will handle inquiries, resolve issues, and ensure a positive experience for our customers.
Essential Responsibilities include the following. Other duties and special projects may be assigned.
  • Serve as the first point of contact for customers (phone, email, or in-person), effectively addressing and resolving their issues/complaints, and escalating them as necessary.
  • Partners with the customer review and verify patient order history.
  • Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
  • Achieve a first call resolution to all customer concerns and inquiries.
  • Provides moderate to high problem resolution.
  • Advise customers of products and services that may best suit them.
  • Makes outbound calls for consult, delayed jobs and open frame- to-come orders.
  • Provides shipping, tracking support and resolution. (Familiar with USPS, FedEx and UPS shipment applications.)
  • In-depth knowledge of all products relative to customer's needs.
  • Provide individualized customer service with high quality and professional standards
  • Meet or exceed all key performance metrics set by the department.
  • Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management.
  • Actively participate in team discussions; provide feedback to improve the work environment.
  • Develop and maintain SOPs.
  • Exhibits effective communication skills and is empowered to make decisions for the customer.
  • Proactively engages the customer and creates an authentic, positive, and memorable customer experience.
  • Strong empathy and active listening skills to interpret customer needs.
  • Ability to work overtime as business needs dictate
  • Other duties as assigned

Supervisory Responsibilities: None
QUALIFICATIONS:
Required Qualifications and Skills
  • High school diploma or equivalent
  • In addition to the 2 years of customer service experience in tier I, minimum of 1 year of optical customer service experience.
  • Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
  • Requires proficiency with MS office applications (Excel, Word, Adobe)
  • Able to answer inbound phone calls and respond to emails
  • Able to make outbound calls including Frame-To-Come and delayed job calls
  • Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
  • Ability to adapt to change and unexpected demands of the business
  • Excellent written and oral communication skills with the ability to convey information clearly and effectively
  • Ability to resolve customer conflict issues in a tactful and professional manner
  • Ability to multi-task and utilize multiple systems while performing on the job

Desired Qualifications
  • In addition to 4 years of customer service experience, preferred 2-years of optical experience.
  • High end optical experience, such as customized/ boutique eyewear.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required.
For U.S. Candidates
Compensation Range
The anticipated base salary range for this position is $20.00 Hourly. This represents the good-faith estimate of the compensation range at the time of posting.
Actual pay will be based on job-related factors, which may include:
  • Geographic location
  • Relevant experience
  • Education and qualifications
  • Job-related skills
  • Internal equity considerations
  • Applicable minimum wage laws

This position may also be eligible for a bonus and/or commission plan, subject to the terms of the applicable plan.
Benefits
Depending on eligibility and position, employees and/or eligible dependents may participate in Company-sponsored benefit programs, which may include:
  • Medical, dental, and vision insurance
  • Life and group life insurance
  • Voluntary supplemental life insurance
  • Supplemental health benefits (critical illness, hospital, accident)
  • Short- and long-term disability
  • Paid family leave (where applicable by state law)
  • 401(k) plan
  • Tuition reimbursement
  • Eyewear discounts

Time-Off Benefits
Eligible U.S. employees receive the following time-off benefits (subject to Company policy and applicable state/local laws):
  • Paid vacation and/or sick time
  • Paid holidays
  • Birthday PTO

(Some states require front-loaded sick leave; others accrue. The Company will comply with all applicable local requirements.)
Accessibility and Accommodations
Upon request and consistent with applicable law, ABB Optical will provide reasonable accommodations to individuals with disabilities during the application and hiring process.
To request an accommodation, please email HR@abboptical.com and include your name and contact information so we can follow up promptly.
Equal Opportunity Employer
ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability.
International Candidates
The compensation and benefits information in this posting applies to candidates hired in the United States. Candidates hired outside the United States will receive compensation and benefits aligned with their local market.
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