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Peckham, Inc. · 23 hours ago

In-Person Contact Center Research Representative - Grand Rapids

Grand Rapids, MI

Full-time

Onsite

New Grad, Entry Level

$19.13/hr - $19.13/hr

Peckham, Inc. is a nonprofit vocational rehabilitation organization specializing in providing vocational training opportunities. They are seeking an In-Person Contact Center Research Representative to support a government customer through phone and email correspondence, ensuring customer needs are met efficiently and accurately.

CivicTech

No H1B

Security Clearance Required

U.S. Citizen Only

Hiring Manager

Jillian Miller, M.A.

Responsibilities

Provide superior customer service by answering incoming calls and emails in a timely manner

Follow established policies and procedures to respond and route calls and emails appropriately

Gather information to determine customers’ needs; apply problem solving skills and resolve the inquiry/request effectively

Log customer information into a database ensuring data entry is accurate and complete

Access database(s) based on customer request for information; use critical thinking skills to perform research to find a solution for the customer’s need and/or concern

Verify and record demographic data with caller and resolve or escalate customer issues as appropriate

Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution

Open non-call work tickets: review, work and close incoming workload in specified timeframe based on priority

Maintain and improve quality results by adhering to standards and guidelines

Handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations

Control the pace and flow of the inquiry/request and manage call time effectively

Follow protocol and apply sensitivity and discretion in handling confidential information

Utilize multiple software systems and operate within them to resolve simple to complex vendor questions

Flexibility in work hours and shifts is required. This job is subject to a shift bid system based upon performance/merit and hours can change on a bi-yearly basis

Accept other jobs/duties as assigned

Qualification

Customer serviceResearch skillsProblem solvingComputer skillsData entryOral communicationWritten communication

Required

High School Diploma or equivalent

At least 18 years old

Proficient in the English language (written and verbal)

U.S. Citizen

Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance

Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers

Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)

Company

Peckham, Inc.

Peckham, Inc., a nonprofit community vocational rehabilitation organization, is a unique business and human services agency that values quality, diversity and performance.

Founded in 1976