Contact Center Agent
About the role
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, 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
- Answer incoming calls and provide exceptional customer service in a professional, fast‑paced environment
- Handle incoming email and SMS text 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 constant change driven by company growth and process refinement
- Follow and enforce company, state, and federal policies and procedures
Requirements
- 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 (e.g., NICE, In Contact, Five9, 8x8, Talk Desk, etc.) and related concepts, practices, and procedures
- High school diploma or equivalent
- Bilingual ability strongly preferred
Pay
$18 – $22 per hour