Contact Center Agent: 24/7 Customer Support Champion

FIRST ONSITE, LLC; 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 our customers, resolving inquiries and delivering accurate solutions with active listening and timely responses.

In a fast-paced, 24/7 environment, you will meet KPIs, handle calls and emails, review data from multiple sources, and contribute to process improvements while maintaining high standards of service.

Qualifications

• Answer customer-related incoming calls in a professional manner
• Use CRM tools to log interactions and review data
• Maintain accurate records and assist with reports
• Provide exceptional service in a fast-paced environment
• 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

Skills

Active listening

Customer service

Teamwork

Adaptability

Bilingual

Education

High School diploma or equivalent

Tools

NICE

In Contact

Five9

8x8

Talk Desk

Job description

First Onsite is seeking a Contact Center Agent to be the first point of contact for our customers, resolving inquiries and delivering accurate solutions with active listening and timely responses.

In a fast-paced, 24/7 environment, you will meet KPIs, handle calls and emails, review data from multiple sources, and contribute to process improvements while maintaining high standards of service.