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First Call Resolution Jobs in Nevada (NOW HIRING)

PSI Services LLC

Call Center Manager

Henderson, NV · On-site

$70K - $80K/yr

From your first day through every step of your journey with us, you'll feel the difference in how ... resolution, and multi-channel service delivery (phone, email, and chat). A strong emphasis is ...

PSI Services LLC

Call Center Manager

Henderson, NV

$70 - $80K/hr

From your first day through every step of your journey with us, you'll feel the difference in how ... resolution, and multi-channel service delivery (phone, email, and chat). A strong emphasis is ...

Hamilton Company

IT Support Specialist

Reno, NV · On-site

$28 - $33/hr

Develop technical documentation and user-facing "how-to" guides to improve first-call resolution and self-service. Qualifications * Proven experience in a technical support role. * Strong proficiency ...

Hamilton Company

IT Support Specialist

Reno, NV · On-site

Develop technical documentation and user-facing "how-to" guides to improve first-call resolution and self-service. Qualifications * Proven experience in a technical support role. * Strong proficiency ...

R.C. Willey

Customer Service Call Center

Reno, NV · On-site

$18/hr

Proactively follow up on customer concerns and service requests, ensuring timely resolution and ... Paid Time Off, starting your first day * Paid holidays * Medical, dental, vision and life insurance

Copart, Inc.

Customer Service Representative

Las Vegas, NV · On-site

$20.03 - $22.58/hr

The CSR is the face of the Company as they are often the first interaction our customers have with ... on a call resolution& use company resources to gather information and offer solutions to meet ...

Wynn Resorts

Casino Telemarketing Specialist

Las Vegas, NV · On-site

$78K - $79K/yr

Coordinate reservations, transportation, and accommodations Service Recovery & Issue Resolution ... Call volume * Conversion rate * Generated revenue * Guest satisfaction Qualifications Experience ...

Wynn Resorts

Casino Telemarketing Specialist

Las Vegas, NV · On-site

$78K - $79K/yr

Coordinate reservations, transportation, and accommodations Service Recovery & Issue Resolution ... Call volume * Conversion rate * Generated revenue * Guest satisfaction Qualifications Experience ...

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All JobsFirst Call Resolution JobsFirst Call Resolution Jobs in Nevada

First Call Resolution information

See Nevada salary details

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How much do first call resolution jobs pay per hour?

As of Jun 30, 2026, the average hourly pay for first call resolution in Nevada is $29.24, according to ZipRecruiter salary data. Most workers in this role earn between $19.33 and $36.73 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 Nevada? The most popular types of First Call Resolution jobs in Nevada are:
What are popular job titles related to First Call Resolution jobs in Nevada? For First Call Resolution jobs in Nevada, the most frequently searched job titles are:
What job categories do people searching First Call Resolution jobs in Nevada look for? The top searched job categories for First Call Resolution jobs in Nevada are:
What cities in Nevada are hiring for First Call Resolution jobs? Cities in Nevada with the most First Call Resolution job openings:
First Call Resolution jobs near you

Call Center Manager

PSI Services LLC

Henderson, NV • On-site

$70K - $80K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 21 days ago

Job description

Title: Call Center Manager
Location: Henderson, NV
Salary: $70-$80K
About PSI
Belong, Grow, and Thrive! At PSI, we believe that people achieve their best when they feel they truly belong. That's why fairness and opportunity are at the heart of everything we do - not just words, but values deeply embedded in our culture and the full employee experience.
We're proud to foster an environment where everyone is supported to reach their full potential. From your first day through every step of your journey with us, you'll feel the difference in how we work, grow, and succeed together.
What You Can Expect From Us - We know that great work starts with feeling valued. That's why we've benchmarked all our roles against local market rates and why you'll always see salary details in our job postings. We believe in transparency, and we want you to feel confident that your next move aligns with your expectations.
About the Role
The Call Center Manager is responsible for leading all aspects of Tier 1 and Tier 2 candidate support within the Henderson Call Center, with a primary focus on federal contract operations and service delivery excellence.
This role provides direct supervision of a team of approximately 12-18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives. In addition, the Call Center Manager provides operational oversight of remaining call center teams within the Henderson site, ensuring alignment with performance expectations, policies, and service level standards.
The role is responsible for driving end-to-end candidate experience outcomes, ensuring consistent application of procedures related to candidate support, complaint resolution, and multi-channel service delivery (phone, email, and chat). A strong emphasis is placed on federal contract compliance, operational integrity, and adherence to Department of Defense (DoD) requirements.
This position requires successful completion and maintenance of DoD suitability approval as a condition of employment and continued access to federal contract work.
This is a full-time, permanent role, Monday through Friday during standard call center operating hours. The role requires availability outside of standard hours to support critical incidents, escalations, and operational needs as required.
Role Responsibilities
  • Provide direct supervision, coaching, and performance management for a team of approximately 12-18 federal employees, including Customer Service Representatives (CSR), Exam Accommodations Representatives (EAR), and Candidate Care Representatives.
  • Oversee day-to-day operations of all additional call center teams within the Henderson Call Center, ensuring consistent adherence to policies, procedures, and performance expectations.
  • Drive Tier 1 and Tier 2 candidate support operations across phone, email, and chat channels, ensuring timely and accurate service delivery.
  • Ensure consistent execution of policies and procedures related to candidate support, including displaced candidates, complaint resolution, and escalated service issues.
  • Monitor, analyze, and act on operational performance metrics, including service levels, quality scores, staffing coverage, and productivity indicators.
  • Own escalation management for complex, high-impact, or sensitive candidate issues, ensuring timely resolution and appropriate communication to stakeholders.
  • Conduct regular performance management activities, including coaching, feedback, documentation, and corrective action for direct reports.
  • Ensure compliance with federal contract requirements, internal policies, and applicable Department of Defense (DoD) regulations.
  • Support workforce planning activities, including staffing coordination, schedule oversight, and workload balancing to meet service demands.
  • Review and act on customer feedback and candidate journey insights to identify trends and drive continuous improvement initiatives.
  • Communicate operational updates, policy changes, and performance expectations to staff in a clear and consistent manner.
  • Develop, coach, and motivate staff and supervisors to achieve performance targets, quality standards, and service level agreements (SLAs).
  • Partner with internal stakeholders to resolve operational issues and ensure alignment on service delivery expectations and client requirements.
  • Identify and implement process improvements that enhance efficiency, candidate experience, and operational effectiveness.
  • Prepare, analyze, and present operational performance reports to leadership as required.
  • Conduct annual performance evaluations and ongoing performance reviews for direct reports.
  • Foster a culture of accountability, engagement, and service excellence across all teams within the Henderson Call Center.
  • Support operational continuity during critical incidents, including after-hours or weekend support as required.
Knowledge, Skills and Experience Requirements
  • Bachelor's degree or equivalent combination of education and relevant experience required.
  • Minimum of five to seven years of experience in a customer service or call center environment.
  • Minimum of three to five years of progressive people leadership experience, including direct supervision of staff and responsibility for performance management.
  • Experience leading operational teams in a high-volume contact center environment required.
  • Demonstrated experience managing both frontline staff and leadership-level employees preferred.
  • Strong understanding of call center operations, workforce management principles, and service level performance management.
  • Experience managing performance metrics, including SLAs, quality assurance standards, and productivity targets.
  • Proven experience in employee relations, including coaching, corrective action, performance improvement plans, and disciplinary processes.
  • Strong analytical skills with the ability to interpret operational data, identify trends, and drive performance improvements.
  • Experience working with customer service platforms, case management systems, and reporting tools.
  • Advanced proficiency in Microsoft Office applications, including Excel for reporting, analysis, and dashboard creation.
  • Ability to quickly learn and operate proprietary systems and adapt to evolving operational and federal contract requirements.
  • Strong communication and stakeholder management skills, including experience interacting with internal leadership and external clients.
  • Demonstrated ability to manage escalations and resolve complex operational or customer issues in high-pressure environments.
  • Experience working in a regulated or compliance-driven environment strongly preferred.
  • Must be able to successfully obtain and maintain Department of Defense (DoD) suitability approval as a condition of employment.

Benefits & Culture
Alongside a competitive salary, we offer a comprehensive benefits package designed to support your well-being, your future, and your sense of purpose:
  • Retirement Benefits: 401(k), pension, or country-specific retirement plans with employer contributions
  • Generous Time Off: Enhanced paid time off/annual leave policies
  • Health & Wellbeing Coverage: Medical insurance tailored to your region, plus:
    • US: Dental, vision, life, and short-term disability insurance
    • UK: Medical cashback plan including dental, vision, and income protection
  • Flexible Spending Accounts (US)
  • Employee Assistance Program (EAP): Confidential support whenever you need it
  • Work-Life Balance: We understand life happens outside of work, and we fully support flexibility
  • Wellness Culture: Regular global wellness initiatives to help you stay healthy and inspired
  • Future Planning: Tools and support to help you grow personally and professionally
  • Giving Back: Enjoy a Volunteer Day each year and opportunities to support our communities and industry

At PSI, we're more than just a workplace - we're a global team driven by shared values and real impact. If you're ready to be part of a company that's committed to your growth and well-being, we'd love to hear from you.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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