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Spanish Speaking Logistical Support CSR

3 months ago

Battle Creek, Michigan, United States Peckham Full time
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.

Spanish Speaking Logistical Support Customer Service Representative - Peckham, Inc. Sign-On Bonus

Receive $300 after training

90 days after training, you can also 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.

IMPORTANT INFORMATION:

Wage:

Start at $17.20/hour and go to $18.35/hour after training; $2/hour shift premium for Saturday & Sunday shifts and any hours worked between 6pm - 6am on weekdays; $4.

57/hour for health and welfare benefits in addition to all wages

Location:
Battle Creek, MI

Hours:
Hiring for 2nd and 3rd shifts only (training on 1st shift)

SUMMARY
This is a phone-based customer service position supporting a government customer.

CIC Bilingual Customer Service Representatives (CSRs) in this position will be responsible for providing support through phone and email correspondence with customers in Spanish and English.

The activities associated with this position include identifying and prioritizing the customer's request, documenting pertinent information, conducting research in order to provide resolution or escalation of the call if required.

Additionally, the CSR will encounter the need to utilize problem solving skills and multiple databases with proprietary government Customer Interaction Center systems.

Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve and possess excellent research skills.


ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide superior 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.

Log customer information into a database ensuring data entry is accurate and complete.


Access database per 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 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 related duties as assigned.

MINIMUM HIRING REQUIREMENTS
High School Diploma or equivalent

Qualifying disability

Proficient in the English language (written and verbal)

Bilingual Spanish positions - Proficient in the Spanish 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

MINIMUM REQUISITE SKILLS AND KNOWLEDGE
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)

TRAINING AND CONTINUOUS EDUCATION


This position may require initial training, on the job training, subsequent training and continuing education of which will be outlined and facilitated by the training department or some other approved means.


SECURITY
Many of the positions through the Business Services 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.

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.

SPECIAL NOTES
These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to

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.


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:

Click HERE ) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

Click HERE ) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

Email us at

Call us at

Visit us at: 3510 Capital City BLVD, Lansing, MI M-F 8am - 4pm)


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:
Battle Creek, MI

Worker Sub-Type:
Team Member

Click here to return to the main search page )

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.

For more information please click follow this link (https:
//e-) ​

For information on Immigrant and Employee Rights (IER), follow this link )

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.

[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

Visit to learn more.