Customer Service Representative
Company: Peckham
Location: Battle Creek
Posted on: May 15, 2022
|
|
Job Description:
Job Description CIC Customer Service Representative Sign-On
Bonus Receive $300 after training PLUS 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 Magazine---s ---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 on-the-job support. IMPORTANT
INFORMATION: Wage: $15.56/hour plus health and welfare benefit
Location: Battle Creek, MI Hours: 24/7/365; Shift flexibility is
required. SUMMARY This is a phone-based customer service position
supporting a government customer. CIC Customer Service
Representatives (CSRs) in this position will be responsible for
providing support through phone and email correspondence with
customers. The activities associated with this position include
identifying and prioritizing the customer---s request, documenting
pertinent information, conducting research to provide resolution or
escalation of the call if required. Additionally, the CSR will
encounter the need to utilize problem solving skills and multiple
databases with proprietary government Customer Interaction Center
systems. Successful candidates will have a customer service
orientation, be fast learners able to adapt to new information,
problem solve and possess excellent research skills. DUTIES AND
RESPONSIBILITIES Provide superior customer service by answering
incoming calls in a timely manner. Follow established policies and
procedures to respond and route calls 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 per 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 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 related
jobs/duties as assigned. MINIMUM QUALIFICATIONS High School Diploma
or equivalent At least 18 years old Proficient in the English
language (written and verbal) Bilingual Spanish positions -
Proficient in the Spanish 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) 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. To determine if you are a potential
candidate for this position a review of the following may apply: A
criminal background/history inquiry Employment verification Drug
screening Credit history The following may impact your ability to
gain the required authorization: Poor credit, bankruptcy in the
past 2-3 years and/or delinquent payments Previous termination from
previous employment that involves theft or other negligent actions
on your part Drug or alcohol use Failure to be honest when
responding to the required Federal Security Clearance questions
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 job-related
instructions and to perform other job-related duties requested by
their supervisor in compliance with Federal and State Laws. SPECIAL
NOTES These jobs are part of the AbilityOne program, to learn more
about the AbilityOne program go to www.abilityone.gov PECKHAM IS AN
EQUAL OPPORTUNITY EMPLOYER As a federal contractor, Peckham
requires all employees to be fully vaccinated from the COVID-19
virus. Proof of vaccination is required on/before the start of
employment. Upon request, Medical or Religious accommodations will
be considered for employment . 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 Email us at
jobspeckham.org Call us at (517) 316-4000 Visit us at: 3510 Capital
City BLVD, Lansing, MI 48906 (M-F 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. Company
Description Peckham, Inc., a nonprofit vocational rehabilitation
organization, provides job training opportunities for persons with
significant disabilities and other barriers to employment. Peckham
provides people with physical, cognitive, behavioral and
socio-economic challenges, a platform to demonstrate their ability,
learn new skills, participate in work and enjoy the rewards of
their success. Peckham provides opportunities so clients can
experience meaningful employment growth.
Keywords: Peckham, Battle Creek , Customer Service Representative, Sales , Battle Creek, Michigan
Click
here to apply!
|