Bilingual 24/7 Contact Center Agent

First Onsite - US; Fort Worth (TX); On-site; USD 30,000 - 42,000; Full time

Job summary

First Onsite - US is seeking a Contact Center Agent in Fort Worth, TX to handle calls and emails, resolve inquiries, and provide accurate solutions with active listening. The role operates in a fast-paced, 24/7 environment and emphasizes customer satisfaction and data-driven improvements.

You will work to hit KPI targets, contribute feedback for process enhancements, and assist in preparing reports and administrative paperwork while maintaining policy compliance and professional communication.

Qualifications

• At least one year of experience answering customer-related incoming calls.
• Experience using customer relationship management (CRM) tools preferred.
• Basic knowledge of contact center software (NICE, In Contact, Five9, 8x8, Talk Desk, etc.).

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

Skills

Customer service oriented

CRM tools experience

Bilingual strongly preferred

Education

High school diploma or equivalent

Tools

NICE

In Contact

Five9

8x8

Talk Desk

Job description

First Onsite - US is seeking a Contact Center Agent in Fort Worth, TX to handle calls and emails, resolve inquiries, and provide accurate solutions with active listening. The role operates in a fast-paced, 24/7 environment and emphasizes customer satisfaction and data-driven improvements.

You will work to hit KPI targets, contribute feedback for process enhancements, and assist in preparing reports and administrative paperwork while maintaining policy compliance and professional communication.