In-Person Contact Center Research Representative - Grand Rapids

About the role

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. 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.

Peckham Inc. - Contact Center Research Representative

Important Information

• WAGE: Starting at $19.19 per hour. Additional health and welfare benefit paid in addition to all wages
• LOCATION: 3777 Sparks Dr SE Grand Rapids. This position is in-person only (this is not a remote work position)
• HOURS: Full-Time positions only. 8:30 AM - 4:00 PM Monday - Friday. These hours are subject to change in the future. All Scheduled are based on the needs of the contract

Sign-On Bonus!

• Receive $300 after training!
• 90 days after completing training, you are eligible to 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.

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 problem-solving 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
• Customer Contact Request Management: Open and manage call and email requests; ensuring they are completed within specified timeframes
• Quality & Confidentiality: Maintain high-quality 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 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, 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, internet-based research)

Physical Demands

• 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 independently 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 contact 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.

Security

Many positions within the Contact Center Solutions Division require a security clearance. Candidates must successfully pass and maintain all required security and background checks applicable to the position and/or contract. The level and scope of required clearance may vary by role. Employment is contingent upon successful completion and ongoing maintenance of all required security and background checks, which may be conducted at hire and on an ad hoc basis as required. All required security and clearance checks are completed at no 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.

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