In-Person Contact Center Research Representative - Grand Rapids

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

Position

Contact Center Research Representative (CCRR) – Full Time, In‑person, Grand Rapids, MI.

Overview

Peckham Inc. is a non‑profit vocational rehabilitation organization that provides training and employment opportunities for individuals with disabilities and other barriers to employment.

The CCRR provides customer service and research support for a government client through phone and email, using multiple software systems.

Compensation & Benefits

• Wage: $19.19 per hour plus an additional $5.09 per hour for health and welfare benefits.

• Sign‑on bonus: $300 after training.

• 90‑day performance bonus: $300.

• Pay days: Mondays and Fridays.

• Paid holidays: 11 per year plus PTO and sick time.

• Health benefits include medical with HSA, dental, vision, and life insurance.

• Career development opportunities for advancement and increased pay.

Duties & 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.

Minimum 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).

Physical Demands

Employee will be required to multitask and use a computer while speaking, listening, reading, and typing. Must be independently mobile throughout the building.

Work Environment

Working in a cubicle for most of the shift; noise level generally moderate. Repetitive tasks. Requires ability to work independently and as a team member.

Security

Position requires a federal security clearance. All required background checks are completed at no cost to the candidate.

Equal Opportunity Statement

Peckham is an Equal Opportunity Employer – EEO/AA Employer/Vet/Disabled. The organization does not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable law.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. For assistance, contact [e-mail] or [phone].