Customer Service Representative - Days/Weekends - Grand Rapids

Peckham; Grand Rapids (MI); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Health benefits

Career advancement after clearance

Security training

Job summary

Peckham in Grand Rapids is hiring for a phone-based Customer Service Representative to support a government customer. You will answer calls, use a knowledge system, and assist callers with policies, procedures, and data.

The role requires a customer service orientation, excellent communication, and problem-solving skills. Candidates must be able to obtain security clearance and work various shifts as needed.

Qualifications

• Proficiency in English (written and verbal).
• Oral and written communication skills to facilitate clear information exchanges.
• Proficient computer skills (MS Office, keyboarding, internet research).
• Ability to work in a team and take direction promptly.
• Flexibility in work hours and shifts, including weekends.

Responsibilities

• Provide excellent customer service by answering incoming calls.
• Follow policies to respond and route calls appropriately.
• Gather information to determine needs and resolve inquiries.
• Schedule urgent travel appointments when needed.
• Access knowledge base per request for information.

Skills

English proficiency

Oral and written communication

MS Office

Team collaboration

Flexible hours

US Citizenship

Education

High School Diploma or equivalent

Tools

MS Office

Job description

WHO ARE WE?

Peckham is a nonprofit vocational rehabilitation organization. Currently we are hiring ALL abilities. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. Our core values are compassion, diversity, opportunity, excellence, pride, community, and balance. Peckham is an organization that invests in their employees. It is our mission to help you reach your career goals. We believe in providing high quality services to support clients in reaching their full potential.

How do we do this?

How do we do this?

THE IMPORTANT INFORMATION

Wage: $18.00 per hour plus a Health & Welfare Benefit, with a possibility to move up after full security clearance is obtained and you have been through Applicant Line training.

Shifts/Hours of Operations: Both full (30+) and part time shifts available Sunday - Saturday 8:00AM (EST) – 10:30PM (EST). Applicants must be available to work any shift. All schedules are based on current needs of the contract.

Location: This position is located in our Grand Rapids office and is not a work from home opportunity.

SUMMARY

This is a phone-based customer service position supporting a government customer. Customer Service Representatives (CSRs) in this position will answer phone calls from U.S. citizens and utilize a computer-based knowledge system to answer general questions about policies, practices, procedures, and other data to assist callers. Successful candidates will have a customer service orientation with excellent communication and problem-solving skills.

DUTIES AND RESPONSIBILITIES

• Provide excellent 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.
• Schedule appointments for customers with urgent travel.
• Access to knowledge base per customer request for information.
• Verify and record demographic data with caller and elevate 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 incorporate sensitivity and discretion in handling confidential information.
• Promote Peckham’s vision, values, and services to all customers and stakeholders.
• Adhere to organization wide quality standards.
• Accept other related 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 in the English language (written and 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, internet-based 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 team related work promptly.
• Flexibility in work hours and shifts including some weekends as needed.

PREFERRED QUALIFICATIONS

• Previous contact 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 for most of their 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 functions. Team members’ support will be available during their shift.

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 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 EOE-Embracing Diversity to Achieve Excellence.

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

REASONABLE ACCOMMODATION 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

3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

ABOUT PECKHAM

Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming.

Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning.

Our culture further supports our mission by encouraging flexibility, health, and wellness.

Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

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.

EEO is Law.

Peckham participates in the E-Verify program.

Pay Transparency Nondiscrimination Provision.

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.