ZipRecruiter

Log In

2

Work From Home First Call Resolution Jobs in Boston, MA

Onco360

Oncology Concierge Pharmacy Technician

Waltham, MA · Remote

$19 - $23.25/hr

Monday-Friday, shifts varying from 9:00 AM-5:30 PM or 11:30 AM-8:00 PM EST, s ome shifts include ... Provide first-call resolution for patient and provider inquiries, triage calls to appropriate ...

next page

Showing results 1-20

All JobsWork From Home First Call Resolution JobsWork From Home First Call Resolution Jobs in Boston, MA

Work From Home First Call Resolution information

See Boston, MA salary details

$14

$31

$60

How much do work from home first call resolution jobs pay per hour?

As of Jun 12, 2026, the average hourly pay for work from home first call resolution in Boston, MA is $31.20, according to ZipRecruiter salary data. Most workers in this role earn between $20.62 and $39.18 per hour, depending on experience, location, and employer.

What is the difference between Work From Home First Call Resolution vs Customer Service Representative?

AspectWork From Home First Call ResolutionCustomer Service Representative
Primary FocusResolving customer issues on first contactHandling customer inquiries and providing information
Work EnvironmentRemote, home-basedRemote or in-office, depending on employer
Required SkillsProblem-solving, communication, product knowledgeCommunication, patience, product/service knowledge
CertificationsCustomer service or technical certifications often preferredCustomer service training often preferred

Work From Home First Call Resolution focuses on resolving customer issues during the initial contact, emphasizing problem-solving skills. Customer Service Representatives handle inquiries and provide information, which may involve follow-up. Both roles often require similar skills and certifications, but their primary goals differ: one aims for first-contact resolution, the other for ongoing support.

What are the key skills and qualifications needed to thrive as a Work From Home First Call Resolution agent, and why are they important?

To thrive as a Work From Home First Call Resolution agent, you need strong problem-solving abilities, customer service skills, and often a high school diploma or equivalent. Familiarity with CRM software, call center platforms, and ticketing systems is typically required. Excellent verbal communication, patience, and active listening are standout soft skills for this position. These capabilities are crucial for efficiently resolving customer issues in a single interaction, ensuring satisfaction and operational efficiency in a remote environment.

How does remote First Call Resolution (FCR) work, and what are some challenges unique to handling customer issues from home?

In a remote First Call Resolution (FCR) role, you'll be responsible for resolving customer inquiries and problems during the first interaction, often via phone, chat, or email. One unique challenge is maintaining focus and professionalism in a home environment, where distractions can impact your ability to quickly and accurately address customer needs. You'll also need to collaborate virtually with team members and managers for escalations or support, often using internal chat tools or video calls. Developing effective communication skills and strong self-management habits is essential for success in this role.

What is a Work From Home First Call Resolution job?

A Work From Home First Call Resolution (FCR) job involves handling customer inquiries or issues remotely and resolving them during the first interaction, without the need for follow-up calls. Professionals in this role typically work for call centers or customer support departments and focus on providing efficient, high-quality assistance to customers. The goal is to increase customer satisfaction by addressing concerns quickly and accurately from the comfort of home. This position requires strong communication skills, problem-solving abilities, and proficiency with remote work technology.
What are popular job titles related to Work From Home First Call Resolution jobs in Boston, MA? For Work From Home First Call Resolution jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Work From Home First Call Resolution jobs in Boston, MA look for? The top searched job categories for Work From Home First Call Resolution jobs in Boston, MA are:
What cities near Boston, MA are hiring for Work From Home First Call Resolution jobs? Cities near Boston, MA with the most Work From Home First Call Resolution job openings:
Work From Home First Call Resolution jobs near you

Call Center Agent New England States Only

Energy Choice California

Arlington, MA • Remote

$19/hr

Full-time

Posted 22 days ago

Job description

Job Type: Full Time – Work from Home
Hours: M-F 8:00 AM-5:00 PM EST
Salary: $18.00 to $19.00 Hourly

Company Information:

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.


Job Duties / Responsibilities / Essential Functions:
· Answer inbound calls from customers regarding the new community energy program, including program questions and bill-related inquiries.
· Provide white-glove premier customer service using strong written and verbal communication
· Be proficient in understanding and articulating the nuances of the assigned CPA Programs, and develop an understanding of billing and customer service complexities
· Ensure that all required contractual and Service Level Agreements are met
· Ensure program and billing knowledge of assigned CPA is continually up-to-date, and provide expertise to customers and internal colleagues as requested
· Work to consistently improve by implementing feedback from regular coaching sessions
· Utilize group chat to ensure first call resolution, and escalate critical issues to the client quickly
· Assist the client with urgency, ensure accurate processes are followed, and provide feedback
· Practice high ethical standards; be accountable for data security, time, communication, and statistics
· Maintain effective working relationships with coworkers, clients, customers, and utilities
· May be asked to handle Spanish Bilingual Calls

Required Knowledge / Skills / Abilities / Qualifications
· Strong customer service skills, diplomacy, and tact
· Organized and detail-oriented, analytical with data entry and written program information
· Strong verbal and written communication for logging calls and live chat
· Ability to become proficient with Excel, Microsoft Dynamics CRM, and keyboard shortcuts

Qualifications
· Education Level – High School Diploma Required, Associate’s Degree or above a plus
· Work Experience – 2 years, customer service experience preferred
· Bilingual is a plus (English/Spanish)


Salary & Operations
· This position is at an hourly rate, starting at a training rate of $18.00 per hour and then at a Tier 2 rate of $19.00 per hour, with an opportunity for growth and advancement. Call Center Hours of Operation will be 8:00 AM – 5:00 PM Eastern time, Monday-Friday. Agents will be full-time with a 5-day work week currently; hours are subject to change as per business needs. Note that training attendance is mandatory.
· Agents will work from home. Work from home agents must reside in either New Hampshire, Massachusetts or New England.
· Applicants must have a laptop or desktop (Windows 11, i5 CPU or equivalent, 8 GB RAM, broadband internet (200 Mbps up/down). Note that good internet access is mandatory. The following browsers are supported for programs to be used: Google Chrome, Microsoft Edge, Apple Safari 11, and Internet Explorer 11.