Customer Service Representative

3 months ago

Battle Creek, United States Peckham Full time

**Health Benefits.** Medical with HSA options, as well as dental, vision, and life insurance. * Wage: $15.56/hour plus health and welfare benefit

* Location: Battle Creek, MI

* Hours: 24/ 7 / 365; Shift flexibility is required.

This is a phone-based customer service position supporting a government customer. CIC Customer Service Representatives (CSRs) in this position will be responsible for providing support through phone and email correspondence with customers. The activities associated with this position include identifying and prioritizing the customers request, documenting pertinent information, conducting research 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. * 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 customers 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 jobs/duties as assigned.

* High School Diploma or equivalent

* At least 18 years old

* 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

* 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)

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**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.

Peckham participates in the E-Verify program. For more information please click follow?

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

**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 Labors Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

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