Customer Service Representative
Customer Service Representative
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Job Description
All are encouraged to apply! Join Peckham WORK. GROW. ADVANCE.
Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities and/or other barriers to employment. If you have a disability or other barrier to employment please be sure to fully complete the eligibility for services questionnaire to help us determine the best fit and necessary accommodations for your employment needs.
If you do NOT have a disability please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.
WHO ARE WE
Peckhamis a nonprofit vocational rehabilitation organization. Currently we are hiringALLabilities.
We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities and/or other barriers to employment.
Our corevaluesarecompassion diversity opportunity excellence pride community and balance.Peckham is an organization thatinvestsin their employees. It is our mission to helpyoureach yourcareer goals.We believe in providing high quality services to support clients in reaching their full potential. How do we do this Click the link HERE to learn more about the services we offer to our employees!
Peckham Inc. NPIC Customer Service Representative General Information
SUMMARY
This is aphonebased customer service position supporting a government Service Representatives (CSRs) inthis positionwill answer phone calls from U.S. citizens and utilize a computerbased knowledge system to answer general questions about policies practicesproceduresand other data to assist candidates will have a customer service orientationwith excellent communication andproblemsolvingskills.
DUTIES AND RESPONSIBILITIES
- Provideexcellentcustomer service by answering incoming calls in a timely manner.
- Followestablishedpoliciesand proceduresto respond and route calls appropriately.
- Gather information to determine customers needs; apply problem solving skills and resolve the inquiry/request effectively.
- Schedule appointments for customers with urgent travel.
- Access to knowledge base per customer request for informationVerify and record demographic data with caller and escalate customer issues as appropriate.
- 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.
- Promote Peckhams vision values and services to all customers and stakeholders.
- Adhere to organization wide quality standards.
- Accept other jobs/duties as assigned.
- Ability to certify in English.
MINIMUM QUALIFICATIONS
- High School Diploma or equivalent
- At least 18 years of age
- U.S. Citizen
- Proficient intheEnglishlanguage(writtenand verbal)
- Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
- Proficient computer skills (MS Office keyboarding speed and accuracy internetbased research)
- Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
- Ability to take direction within a team setting and complete teamrelatedwork promptly.
- Flexibility in work hours and shifts including some weekends as needed.
PREFERRED QUALIFICATIONS
- Previous Call center experience
- Ability to adhere to work schedule.
- Previous Customer Service experience
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 formost oftheir scheduled shift. Individuals will work individually and therefore are required to work well independently however will also be a member of a team and therefore must be able to work in a team atmosphere. 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 members support will be available during their shift.
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 based on 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. EEO is Law
EOEEmbracing Diversity to Achieve Excellence
SPECIAL NOTES
These jobs are part of the AbilityOne program to learn more about the AbilityOne program go to
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.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
- Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
- Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
- Email us at
- Call us at (517)
- Visit us at: 3510 Capital City BLVD Lansing MI 48906 (MF 8am 4pm)
Examples of reasonable accommodations may include making a change to the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment.
Business Line:
Contact Center SolutionsLocation:
Grand Rapids MIWorker SubType:
Team MemberRequired Experience:
Unclear Seniority
Employment Type
Full-Time
