Contact Center Agent

firstonsiteus; Fort Worth (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

First Onsite is seeking a Contact Center Agent to be the first point of contact for customers, resolving inquiries and delivering accurate solutions. You will listen actively, respond promptly, and ensure customers feel heard and supported.

You will work in a fast-paced, 24/7 environment, maintain organization, and strive to meet KPIs. Experience with CRM tools and contact center software is valued, with bilingual ability being a plus.

Qualifications

• Minimum of one year experience handling customer-related incoming calls.
• Experience using customer relationship management (CRM) tools preferred.
• Basic knowledge of contact center software (e.g., NICE, In Contact, Five9, 8x8, Talk Desk).
• High school diploma or equivalent.
• Bilingual strongly preferred.

Responsibilities

• Achieve KPI goals set by management.
• Provide feedback and suggest improvements to management to better service 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 changes from company growth and process refinements.
• Follow and enforce company, state, and federal policies and procedures.

Skills

CRM tools

Contact center software

Bilingual

Education

High school diploma

Tools

NICE

In Contact

Five9

8x8

Talk Desk

Job description

A Day in the Life of a Contact Center Agent

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.

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

Experience & Education:

• A minimum of one year of experience answering customer-related incoming calls, preferred
• Experience using customer relationship management (CRM) tools, preferred
• 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
• Bilingual strongly, preferred

First Onsite provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

First Onsite (and its Companies) participates in E-Verify. We will provide the U.S. Social Security Administration (SSA) and, if necessary, the U.S. Department of Homeland Security (DHS) with information from each new employer's Form I-9 to confirm work authorization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.