Contact Center Research Representative Peckham Inc.

SignOn Bonus!

• Receive $300 after training!

• 90 days after training you can also earn an additional $300 when you meet performance requirements!

JOIN THE PECKHAM TEAM!

• Great Company Culture. Peckham was named #11 in the 2015 Fortune Magazines Great Place to Work for small and medium companies and has been certified as a Great Place to Work company for six consecutive years!
• Work Life Balance. At Peckham we embrace the AND!
• Rest & Relaxation. Receive 11 paid holidays per year paid time off and sick time!
• Health Benefits. Medical with HSA options as well as dental vision and life insurance.
• Career Development. Opportunities for professional advancement including enhanced responsibility and increased pay.
• Support & Understanding. Peckham provides all Team Members with onthejob support.

IMPORTANT INFORMATION:

• Wage: Start at $19.13/hour;$2/hour shift premium for Saturday & Sunday shifts and any hours worked between 6pm 6am on weekdays; $4.93/hour for health and welfare benefits in addition to all wages

• Location: IN PERSON ONLY; Battle Creek MI this is not a remote position)

• Hours: Primarily hiring for 2nd shift with the possibility of other shifts if they become available (training on 1st shift)

SUMMARY

The Contact Center Research Representative CCRR position involves providing customer service and research support for a government client through phone and email. Key responsibilities include identifying and prioritizing customer requests documenting information conducting research and using government systems to resolve issues or escalate them as needed. The role requires problemsolving skills computer troubleshooting and the ability to quickly learn and adapt to new information. Successful candidates should have a strong customer service orientation excellent research abilities and the capacity to work independently while ensuring customer satisfaction.

DUTIES AND RESPONSIBILITIES

• The Contact Center Research Representative CCRR is responsible for delivering superior customer service through timely responses to incoming calls and emails. Key duties include:

  • Customer Service & Communication: Provide courteous assistance by answering inquiries following policies and procedures to route requests and resolving customer issues effectively

  • Data Entry & Research: Gather and log customer information into databases using critical thinking skills to research and resolve requests

  • Escalation & Documentation: Verify customer data escalate issues when necessary and provide clear written responses

  • Ticket Management: Open and manage noncall work tickets ensuring they are completed within specified timeframes

  • Quality & Confidentiality: Maintain highquality results by adhering to standards handling inquiries professionally and managing sensitive information with discretion.

  • Software Utilization: Use multiple software systems to address a range of customer and vendor inquiries

  • Adaptability & Flexibility: Adapt to shift changes based on performance and be flexible with work hours. Perform other assigned duties as needed

MINIMUM QUALIFICATIONS

• • High School Diploma or equivalent

  • At least 18 years old

  • Proficient in theEnglish language(writtenand verbal)

  • U.S. Citizen

  • Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance including engagement with the federal security process to obtain 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 internetbased research)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the individual will be required to multitask. The employee will also be required to speak listen read and use a computer simultaneously during their scheduled shift. Individuals will be required to be mobile throughout the building.

WORK ENVIRONMENT

Individuals will be in a cubicle for most of their scheduled shift. Individuals are required to work well independently and as a member of a team. The tasks of the call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SECURITY

Many of the positions through the Business Services Division require a security clearance. Thus the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other jobrelated instructions and to perform other jobrelated duties requested by their supervisor in compliance with Federal and State Laws.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race color religion sex (including pregnancy gender identity and sexual orientation) national origin age disability genetic information height weight marital status veteran status or any other protected characteristic protected by applicable federal state or local law.