Impactful In-Person Contact Center Research Rep

Peckham, Inc.; Grand Rapids (MI); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Sign-on bonus $300

90-day bonus $300

Health insurance (HSA)

11 holidays + PTO and sick time

Career development opportunities

Job summary

Peckham, Inc. is seeking a Contact Center Research Representative (CCRR) for full-time, in-person work in Grand Rapids, MI.

The CCRR provides customer service and research support for a government client via phone and email using multiple software systems. The position offers a competitive hourly wage of $19.19 plus $5.09 per hour for health and welfare benefits, with a $300 sign-on bonus after training and another $300 after 90 days.

Qualifications

• High School Diploma or equivalent.
• Minimum age 18.
• Proficient in written and verbal English.
• U.S. citizen.
• Ability to pass a thorough background check 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).

Responsibilities

• Provide courteous assistance by answering inquiries, following policies and procedures to route requests, and resolving customer issues effectively.
• Gather and log customer information into databases, using critical thinking skills to research and resolve requests.
• Verify customer data, escalate issues when necessary, and provide clear written responses.
• Open and manage call and email requests, ensuring they are completed within specified timeframes.
• Maintain high quality results by adhering to standards, handling inquiries professionally, and managing sensitive information with discretion.
• Use multiple software systems to address a range of customer and vendor inquiries.
• Adapt to shift changes based on performance and be flexible with work hours.
• Perform other assigned duties as needed.

Skills

English proficiency

Computer literacy

Education

High School Diploma or equivalent

Tools

MS Office

Job description

Peckham, Inc. is seeking a Contact Center Research Representative (CCRR) for full-time, in-person work in Grand Rapids, MI.

The CCRR provides customer service and research support for a government client via phone and email using multiple software systems. The position offers a competitive hourly wage of $19.19 plus $5.09 per hour for health and welfare benefits, with a $300 sign-on bonus after training and another $300 after 90 days.