Customer Experience Specialist — 24/7 Contact Center

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

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.