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First Call Resolution Jobs in Ohio (NOW HIRING)

YMCA of Greater Dayton

Call Center Agent

Dayton, OH

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH · On-site

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

YMCA of Greater Dayton

Call Center Agent

Dayton, OH · On-site

$13.50 - $16.20/hr

Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution. * Work individually and as a team to meet/exceed ...

Collabera

Helpdesk Analyst

Brooklyn, OH · On-site

$19.25 - $26.25/hr

We strive to attain a high first call resolution while providing exemplary client service for our internal employees and contractors. Phone Based Support Answer incoming calls at your desk through a ...

Medicount Management, Inc.

Be Seen First

Patient Billing Call Center Manager

Evendale, OH · On-site

$50K - $55K/yr

Monitor and analyze call center KPIs -- including call volume, handle time, first-call resolution, and abandonment rates -- and take corrective action as needed * Implement and enforce a midday ...

Perry Pro Tech

Level 1 Helpdesk Technician

Lima, OH · On-site

$19.25 - $26/hr

Prioritize first call resolution to maximize client satisfaction and minimize escalation needs. * Log all internal and external client interactions, noting troubleshooting, resolution, or escalation ...

PERRY proTECH

Level 1 Helpdesk Technician

Lima, OH · On-site

$19.25 - $26/hr

Prioritize first call resolution to maximize client satisfaction and minimize escalation needs. * Log all internal and external client interactions, noting troubleshooting, resolution, or escalation ...

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First Call Resolution information

See Ohio salary details

$12

$27

$53

How much do first call resolution jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for first call resolution in Ohio is $27.30, according to ZipRecruiter salary data. Most workers in this role earn between $18.08 and $34.28 per hour, depending on experience, location, and employer.

What is a first call resolution?

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 are popular job titles related to First Call Resolution jobs in Ohio?

For First Call Resolution jobs in Ohio, the most frequently searched job titles are:

What job categories do people searching First Call Resolution jobs in Ohio look for?

The top searched job categories for First Call Resolution jobs in Ohio are:

First Call Resolution jobs near you
Infographic showing various First Call Resolution job openings in Ohio as of August 2026, with employment types broken down into 1% As Needed, 72% Full Time, 20% Part Time, 1% Temporary, and 6% Contract. Highlights an 88% Physical, 1% Hybrid, and 11% Remote job distribution, with an average salary of $56,791 per year, or $27.3 per hour.

Call Center Agent

YMCA of Greater Dayton

Dayton, OH

$13.50 - $16.20/hr

Full-time

Re-posted 26 days ago

YMCA Of Greater Dayton rating

4.5

Company rating: 4.5 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

747th of 783 rated non-profit organizations

Job description

Call Center Agent
Association Services Office
Dayton, OH
$13.50-$16.20/Hour
Full-Time/Non-Exempt
*This position requires an in-office presence and is not remote.*
 
 
Position Summary:
 
Provides an exceptional Y Experience by engaging members via telephone, web chat or email. As part of the Y’s primary contact team, serves current and potential members who want to register for membership, programs, make adjustments to their accounts or seek other general information about the various programs and services the Y provides.
 
At the YMCA, We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.
 
Essential Functions:
  • Uphold the mission of the YMCA and demonstrate behaviors that reflect a determined, nurturing, genuine, hopeful, and welcoming nature.
  • Model the YMCA character and values of Caring, Honesty, Respect and Responsibility through your actions and conversations.
  • Create an awesome Y Experience by responding to telephone, web chat or email inquiries with enthusiasm, care, and tact.
  • Utilize Listen First Skills to discover and meet the needs of current and potential members/program participants.
  • Effectively utilize YMCA resources and reference material to resolve member issues independently and consistently provide first-call resolution.
  • Work individually and as a team to meet/exceed established performance goals (i.e., availability, quality calls, first-call resolution, etc.).
  • Document all notes, and actions taken in the appropriate system(s).
  • Identify and escalate issues to supervisors, as needed.
  • Adhere to scheduled shift start and break times to optimize availability.
  • Make the Y a happy place by nurturing positive relationships with members, program participants, volunteers, and staff.
  •  
Qualifications:
  • High school diploma or equivalent.
  • Must be at least 18 years of age.
  • 2 years of customer service experience required. Previous call center experience preferred.  
  • Ability to complete YUSA’s Listen First training module.
  • Proficient computer skills, including Microsoft Office.
  • A strong commitment to nonprofit, mission-based work.
  • Ability to work and communicate in a positive manner.
  • Must be able to multi-task, problem solve and prioritize tasks.
  • Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality.
  • Exemplifies YMCA values, leadership qualities and professional image.
  • Enjoys building genuine relationships and is able to build rapport and credibility quickly. Genuinely cares about helping other reach their full potential.
  • Ability to work flexible hours, including evenings and weekends, as well as overtime.
  • Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Embraces change and the opportunity to perform other related duties as assigned.
  • Bilingual (English/Spanish) is desired but not required.

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