Customer Care Specialist 24/7 KPI-Driven Support

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

Job summary

First Onsite is seeking a dedicated Contact Center Agent to be the first point of contact for customers. You will resolve inquiries, tackle issues, and deliver solutions with care, accuracy, and active listening. The role emphasizes fast-paced problem solving and a strong customer-first approach in a 24/7 environment.

You will handle calls, emails, and SMS, support data review and reporting, and collaborate with branches to ensure KPI achievement and quality service across channels.

Qualifications

• Minimum 1 year of experience handling inbound customer calls.
• Experience with CRM tools preferred.
• Basic knowledge of contact center software concepts and procedures.
• High school diploma or equivalent.
• Bilingual strongly preferred.

Responsibilities

• Achieve KPI goals set by management.
• Provide feedback to management 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.
• Handle incoming emails 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 refinement.
• Follow and enforce company, state, and federal policies and procedures.

Skills

CRM tools experience

Customer service experience

Bilingual (preferred)

Education

High school diploma or equivalent

Tools

NICE

InContact

Five9

8x8

Talk Desk

Job description

First Onsite is seeking a dedicated Contact Center Agent to be the first point of contact for customers. You will resolve inquiries, tackle issues, and deliver solutions with care, accuracy, and active listening. The role emphasizes fast-paced problem solving and a strong customer-first approach in a 24/7 environment.

You will handle calls, emails, and SMS, support data review and reporting, and collaborate with branches to ensure KPI achievement and quality service across channels.