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Tier 1 Call Center Representative Jobs (NOW HIRING)

ActioNet

Call Center (Tier 1) Manager

Rockville, MD

Call Center (Tier 1) Manager (Rockville, MD) Position Overview The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for ...

Global Channel Management

Call Center Rep

Melvindale, MI · On-site

$14.75 - $18.50/hr

About the job Call Center Rep Call Center Rep needs 2+ years experience Call Center requires: * Excel (Sheet or formula) * DVI(Software for job lookup/ordering) * Incoming/outgoing calls * High ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Call Center (Tier 1) Manager (Rockville, MD) Position Overview The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for ...

LA Health Solutions

Call Center Representative

Metairie, LA · On-site

$14.50 - $18/hr

... Center Representative to join our fast-paced, high call volume healthcare call center. As the first ... Focus on one-call resolution, directing calls or taking detailed messages when needed Appointment ...

LA Health Solutions

Call Center Representative

Metairie, LA · On-site

$14.75 - $18.50/hr

... Center Representative to join our fast-paced, high call volume healthcare call center. As the first ... Focus on one-call resolution, directing calls or taking detailed messages when needed Appointment ...

Clearstream

Call Center Rep

Philadelphia, PA · On-site

$16.25 - $20.25/hr

Call Center Representative Multiple openings for call center representatives. Two to five years of experience required in a call center setting at a manufacturing company. These openings are ...

At Your School (AYS, Inc.)

Call center representative

$16.50 - $20.50/hr

Call Center Representative Indianapolis, Indiana, United States Remote Job Title: Call Center Representative Company Overview: AYS Inc is a leading provider of customer service solutions for ...

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How much do tier 1 call center representative jobs pay per hour?

As of Sep 12, 2026, the average hourly pay for tier 1 call center representative in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a Tier 1 Call Center Representative?

Tier 1 Call Center Representatives are the first point of contact for customers reaching out to a company’s support center. They handle basic inquiries, provide information, and resolve common issues related to products or services. If a customer’s problem cannot be resolved at this level, Tier 1 representatives escalate the issue to higher-level support teams. Their role is essential for ensuring customer satisfaction and efficient service.

What are the key skills and qualifications needed to thrive as a Tier 1 Call Center Representative?

To excel as a Tier 1 Call Center Representative, you need strong communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and ticketing platforms is commonly required. Patience, active listening, and a calm demeanor help representatives deliver excellent customer service and efficiently resolve issues. These competencies are crucial for ensuring customer satisfaction and maintaining the reputation of the organization.

What are some common challenges faced by Tier 1 Call Center Representatives and how can they be managed?

Tier 1 Call Center Representatives often encounter high call volumes, repetitive inquiries, and occasionally difficult customers. Managing these challenges requires strong communication skills, patience, and the ability to stay calm under pressure. Many organizations provide training on de-escalation techniques and time management to help representatives handle these situations effectively. Utilizing available knowledge bases and collaborating with team members can also streamline problem-solving and improve both customer satisfaction and job satisfaction.

What cities are hiring for Tier 1 Call Center Representative jobs?

Cities with the most Tier 1 Call Center Representative job openings:

What states have the most Tier 1 Call Center Representative jobs?

States with the most job openings for Tier 1 Call Center Representative jobs include:

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Infographic showing various Tier 1 Call Center Representative job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Call Center (Tier 1) Manager

Rockville, MD

ActioNet
IT Services • 1 - 5K employees
Learn more about ActioNetexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 14 days ago

Job description

Call Center (Tier 1) Manager
(Rockville, MD)

Position Overview

The Call Center (Tier 1) Manager oversees the daily operation of the Enterprise Service Desk, ensuring timely, high-quality support for incidents, service requests, account administration, and customer inquiries. The manager is responsible for meeting Service Level Requirements (SLRs), maintaining exceptional customer service, and continuously improving Help Desk operations using ITIL-based service management practices.

Estimated Salary: Up to $255K

Key Responsibilities

  • Manage daily Tier 1 Service Desk operations supporting users across headquarters and regional locations.
  • Ensure timely resolution and escalation of incidents, service requests, account management, and password support activities.
  • Monitor Help Desk performance, call metrics, and Service Level Requirements (SLRs) to ensure contractual compliance.
  • Coordinate workforce scheduling, surge support, knowledge management, and staff development to maintain service continuity.
  • Oversee ITSM ticket quality, documentation, and adherence to ITIL incident, request, and problem management processes.
  • Promote continuous service improvement through customer feedback, performance analysis, and operational enhancements.

Required Qualifications

  • Bachelor's degree in Information Technology, Business, or a related field.
  • ITIL v4 Foundation certification preferred.
  • Minimum five (5) years managing enterprise Service Desk or Help Desk operations.
  • Experience supporting Federal ITSM environments and performance-based service delivery.
  • Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes.
  • Strong leadership, communication, and customer service management skills.

Key Competencies

  • Service Desk Operations
  • ITIL Service Management
  • Customer Experience (CX)
  • Workforce Management
  • Performance Metrics & Reporting
  • Continuous Process Improvement

Security Clearance: Top Secret Clearance

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator!
 

Core Capabilities:

  • Advanced and Managed IT Services
  • Agile Software Development
  • DevSecOps
  • Cybersecurity
  • Health IT
  • C4ISR & SIGINT
  • Data Center Engineering & Operations
  • Engineering & Installation

Why ActioNet?

At ActioNet, our Passion for Quality is at the heart of everything we do:
  • Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
  • Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
  • Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.

What's in It For You?

As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference?
ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

  • Medical Insurance
  • Vision Insurance
  • Dental Insurance
  • Life and AD&D Insurance
  • 401(k) Savings Plan
  • Education and Professional Training
  • Flexible Spending Accounts (FSA)
  • Employee Referral and Merit Recognition Programs
  • Employee Assistance and Identity Theft Protection
  • Paid Holidays: 11 per year
  • Paid Time Off (PTO)
  • Disability Insurance