Contact Center Research Representative

Peckham Inc. Contact Center Research Representative

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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. Being a person without a disability will not impact your eligibility to be hired for this position. This specific job is open to all interested candidates, both people with and without disabilities.

SUMMARY

This is a phone-based customer service and research position supporting a government customer. Research Support Representatives (RSR) 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 RSR will encounter the need to utilize problem solving skills and multiple databases with proprietary government systems. Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve, computer troubleshooting, and possess excellent research skills.

DUTIES AND 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.

MINIMUM QUALIFICATIONS

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 Contact Center Solutions 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 job-related instructions and to perform other job-related 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.

EOE-Embracing Diversity to Achieve Excellence

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

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 :

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 Solutions

Location : Grand Rapids, MI

Worker Sub-Type : Team Member