Contact Center Agent - Night Shift
About The Position
A Day in the Life of a Contact Center Agent starts with making every interaction count. As the first point of contact for our valued customers, you'll resolve inquiries, tackle issues, and deliver solutions with care and accuracy. Your active listening, timely responses, and attention to detail ensure every customer feels heard, supported, and satisfied. Beyond handling calls, your insights and feedback play a key role in improving processes and enhancing the overall customer experience. At First Onsite, you'll thrive in a fast-paced, 24/7 environment, staying organized and focused while meeting goals and exceeding KPIs. Your adaptability, customer-first mindset, and teamwork ensure seamless communication across branches. Every day, your dedication drives our mission forward, directly impacting the clients we serve and helping maintain excellence in every interaction.
Requirements
- Basic knowledge of contact center software (i.e., NICE, In Contact, Five9, 8x8, Talk Desk, etc.), concepts, practices and procedures
- High school diploma or equivalent
Nice To Haves
- A minimum of one year of experience answering customer-related incoming calls, preferred
- Experience using customer relationship management (CRM) tools, preferred
- Bilingual strongly, preferred
Responsibilities
- Achieve KPI goals set by management
- Provide feedback and suggest improvements to management to better service our clients
- Review, record, and organize data from multiple sources
- Review and/or assist in preparing reports, documents, and other job-related and administrative paperwork
- Responsible for answering incoming calls and providing exceptional customer service in a professional manner and in a fast-paced environment
- Responsible for handling incoming email and SMS text communications
- Receive requested work and dispatch to the branch
- Responsible for reviewing large sums of emails and communication
- Ability to research supporting documentation for responses to emails and other communication
- Ability to keep up with constant change as reflected by both company growth and process refinement
- Follow and enforce company, state, and federal policies and procedures
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
