Contact Center Agent - Night Shift

A Day in the Life of a Contact Center AgentA 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 managementProvide feedback and suggest improvements to management to better service our clientsReview, record, and organize data from multiple sourcesReview and/or assist in preparing reports, documents, and other job-related and administrative paperworkResponsible for answering incoming calls and providing exceptional customer service in a professional manner and in a fast-paced environmentResponsible for handling incoming email and SMS text communicationsReceive requested work and dispatch to the branchResponsible for reviewing large sums of emails and communication Ability to research supporting documentation for responses to emails and other communicationAbility to keep up with constant change as reflected by both company growth and process refinementFollow and enforce company, state, and federal policies and proceduresExperience & Education:A minimum of one year of experience answering customer-related incoming calls, preferredExperience using customer relationship management (CRM) tools, preferredBasic knowledge of contact center software (i.e., NICE, In Contact, Five9, 8x8, Talk Desk, etc.), concepts, practices and proceduresHigh school diploma or equivalentBilingual strongly, preferredFirst 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.Third party resume submissions are not accepted. Any resume submitted will be considered the property of THE COMPANY, and THE COMPANY will not be held liable to pay a placement fee.Job Posted by ApplicantPro