Contact Center Research Representative (Uncertified)

About the role

Peckham is a nonprofit vocational rehabilitation organization specializing in providing vocational rehabilitation and training opportunities for people with significant disabilities and/or other barriers to employment. This position is open to all interested candidates, both people with and without disabilities.

The Contact Center Research Representative (CCRR) provides customer service and research support for a government client through phone and email. Key responsibilities include identifying and prioritizing customer requests, documenting information, conducting research, and using government systems to resolve issues or escalate them as needed. The role requires problem-solving skills, computer troubleshooting, and the ability to quickly learn and adapt to new information.

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

Requirements

• High School Diploma or equivalent
• At least 18 years old
• Proficient in the English 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, including engagement with the federal security process to obtain 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

While performing the duties of this job, the individual will be required to multitask, speak, listen, read, and use a computer simultaneously during their scheduled shift. Individuals will be required to be independently mobile throughout the building. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Individuals will be in a cubicle for most of their scheduled shift. Individuals are required to work well independently and as a member of a team. The tasks of the contact center are repetitive in nature. The noise level is generally moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Security

Many positions within the Contact Center Solutions Division require a security clearance. Candidates must successfully pass and maintain all required security and background checks applicable to the position and/or contract. Background investigations may include, but are not limited to, criminal history and financial reviews. The level and scope of required clearance may vary by role. Employment is contingent upon successful completion and ongoing maintenance of all required security and background checks, which may be conducted at hire and on an ad hoc basis as required. All required security and clearance checks are completed at no cost to the candidate.

Pay

• Starting at $19.19 per hour
• $2 per hour shift premium for hours worked between 6pm–6am on weekdays or any hours worked on Saturday or Sunday
• $5.59 per hour for health and welfare benefit paid in addition to all wages
• Sign-on bonus: $300 after training; additional $300 after 90 days upon meeting performance requirements

Schedule

• Full-time positions only
• Applicants must be available to work any shift
• All new hires begin training on first shift
• Following training, temporary placement continues on first shift unless adjusted due to business needs
• After the initial placement period, shift assignments are determined through a performance-based bidding process
• All schedules are based on current needs of the contract

Benefits

• 11 paid holidays per year, paid time off, and sick time
• Medical with HSA options, dental, vision, and life insurance
• Opportunities for professional advancement, including enhanced responsibility and increased pay
• On-the-job support for all Team Members

Location

74 Washington St. N, Battle Creek, MI. This position is in-person only (not a remote work position).