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No Experience First Call Resolution Jobs in Tennessee

7 Insurance

Call Center Agent

Knoxville, TN · On-site

$17/hr

First call resolution by taking ownership of member issues and problems by either resolving them ... EDUCATION/ EXPERIENCE * One year to two years of similar or related experience. * A high school ...

First Call Ambulance

EMT - Behavioral Health

Clarksville, TN · On-site

$15.50 - $20.50/hr

First Call Ambulance family is seeking EMTs. We need additional team members that share our mission ... Qualifications: • Must have valid state EMS license with no disciplinary action documented • ...

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No Experience First Call Resolution information

What does no experience first call resolution mean?

'No Experience First Call Resolution' refers to entry-level customer service positions where employees are trained to resolve customer inquiries or issues during the first call, even if they have no prior experience. These roles focus on providing excellent service by ensuring that customer needs are fully addressed without the need for follow-up calls. Employers often provide comprehensive training to help new hires develop the necessary communication and problem-solving skills. This approach benefits both the company and the customer by improving satisfaction and efficiency.

What are the key skills and qualifications needed to thrive in a no experience first call resolution role?

To thrive in a No Experience First Call Resolution role, strong communication skills, problem-solving abilities, and a willingness to learn are essential, along with at least a high school diploma. Familiarity with basic computer systems, customer relationship management (CRM) software, and call center telephony is often provided through on-the-job training. Soft skills such as patience, active listening, and resilience help individuals effectively address customer concerns and maintain professionalism. These skills and qualities are crucial because they enable new employees to efficiently resolve customer issues on the first contact, leading to higher satisfaction and improved operational efficiency.

What are some common challenges faced by those starting in first call resolution roles without prior experience?

For individuals new to First Call Resolution (FCR) roles, a common challenge is quickly mastering product knowledge and troubleshooting procedures to confidently resolve customer issues during the first interaction. Adapting to fast-paced call environments and managing multiple customer concerns simultaneously can also be demanding. However, most organizations provide comprehensive training, mentoring, and knowledge-base resources to help new hires build confidence and proficiency. Over time, as you gain experience, you'll find it easier to handle complex queries and contribute to higher customer satisfaction scores.

What is the difference between No Experience First Call Resolution vs Customer Service Representative?

AspectNo Experience First Call ResolutionCustomer Service Representative
Required CredentialsNone or minimalHigh school diploma or equivalent
Work EnvironmentCall centers, support linesCall centers, retail, online support
Industry UsageCustomer support, technical supportCustomer support, sales, service roles
Search & Comparison IntentUnderstanding entry-level support rolesExploring customer service careers

While No Experience First Call Resolution focuses on resolving customer issues on the first call without prior experience, Customer Service Representative roles often involve ongoing customer interactions, sales, and support. Both roles are entry-level and common in support industries, but No Experience First Call Resolution emphasizes quick problem-solving skills without prior background.

What are the most commonly searched types of First Call Resolution jobs in Tennessee?

The most popular types of First Call Resolution jobs in Tennessee are:

No Experience First Call Resolution jobs near you

Call Center Agent

Y-12 Federal Credit Union

Knoxville, TN • On-site

$17/hr

Full-time

Re-posted 19 hours ago

Job description

Reports to: Assistant Manager, Member Engagement
Supervises: 0 (Direct) 0 (Indirect)
Starting Wage: $17.00 per hour
ESSENTIAL FUNCTIONS
  • Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing. Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.
  • Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.
  • Ensure transactional and informational accuracy.
  • Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.
  • Process member transactions received via mail.
  • Image documents to Synergy.
  • First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.
  • Exceed or maintain an acceptable score on the Quality Assurance Scorecard. Achieve Key Performance Indicator goals.
  • Regular and predictable attendance.
  • Perform additional job-related duties as assigned.

EDUCATION/ EXPERIENCE
  • One year to two years of similar or related experience.
  • A high school education or GED.

OTHER SKILLS AND ABILITIES
  • Ability to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence. Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.
  • Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals. Ability to compute rate, ratio, and percentages.
  • Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form. Ability to perform duties using multiple system simultaneously.
  • Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
  • Position requires sitting for extended periods; use hands and fingers, handle or feel; reach with hands and arms; talk or hear. Must be able to speak and hear distinctly, specific vision abilities required by this job include: close vision, color vision, and ability to adjust focus.
  • Ability to work in a fast-paced environment involving mild to moderate stress levels associated with the performance of the job duties as described.
  • Courtesy, tact, and diplomacy are essential elements of the job.
  • Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

PERFORMANCE MEASUREMENTS:
  • Within established levels of authority, process member's financial transactions, resolve problems, and answer questions regarding Y-12 FCU products and services.
  • Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance and product development.
  • Maintain willingness and flexibility to work in shifts to accommodate the extended operating hours and business needs of the Teller center. Maintain a dependable record of attendance and timeliness.
  • To answer the call promptly and within established guidelines.
  • Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.

SERVICE STANDARDS:
  • Own the Issue
    • Build confidence that you will help through your words and actions.
    • Minimize the team/member's effort.
  • Personalize the Experience
    • Show that you care about the person and the issue.
    • Adapt to the team/member's pace, style, and emotional tone.
  • Be Authentic
    • Be genuine.
    • Be present in the conversation to avoid sounding mechanical.
  • Understand, then Solve
    • Aim for one-call resolution.
    • Address the underlying issue vs. just the request.
    • Be crystal clear on next steps.
  • Be Curious to Exceed Expectations
    • Pick up on cues and clues indicating other needs.
    • Engage in conversation to discuss broader needs.
    • Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
Typical office - no hazardous or unpleasant conditions.
We are an EEO Employer
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
Equal Opportunity Employer
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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