24/7 Contact Center Agent — Elevate Customer Care

First Onsite Property Restoration; Fort Worth (TX); On-site; USD 25,000 - 30,000; Full time

Job summary

First Onsite is seeking a dedicated Contact Center Agent in Texas to be the first point of contact for customers. You will resolve inquiries, tackle issues, and deliver solutions with care and accuracy, using active listening and timely responses to ensure customer satisfaction.

In a fast-paced, 24/7 environment, you’ll stay organized, meet goals, and contribute to improving processes and the overall customer experience. Prior experience and bilingual ability are highly valued.

Qualifications

• Minimum one year of experience answering customer-related incoming calls.
• CRM tools experience preferred.
• Basic knowledge of contact center software including NICE, In Contact, Five9, 8x8, Talk Desk, etc.
• High school diploma or equivalent.
• Bilingual strongly preferred.

Responsibilities

• Achieve KPI goals set by management.
• Provide feedback and suggestions to improve service for clients.
• Review, record, and organize data from multiple sources.
• Prepare reports, documents and other administrative paperwork.
• Answer incoming calls and provide exceptional customer service in a fast-paced environment.
• Handle incoming email and SMS communications.
• Receive requested work and dispatch to the branch.
• Review large volumes of emails and communications.
• Research supporting documentation for responses to emails and other communications.
• Adapt to constant change due to company growth and process refinement.
• Follow and enforce company, state, and federal policies and procedures.

Skills

Customer service

Active listening

Bilingual

Education

High school diploma

Tools

NICE

In Contact

Five9

8x8

Talk Desk

Job description

First Onsite is seeking a dedicated Contact Center Agent in Texas to be the first point of contact for customers. You will resolve inquiries, tackle issues, and deliver solutions with care and accuracy, using active listening and timely responses to ensure customer satisfaction.

In a fast-paced, 24/7 environment, you’ll stay organized, meet goals, and contribute to improving processes and the overall customer experience. Prior experience and bilingual ability are highly valued.