In-Person Contact Center Research Representative - Battle Creek

About the role

The Contact Center Research Representative (CCRR) position at Peckham, Inc. is dedicated to providing 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.

Responsibilities

• Provide superior customer service by answering incoming calls and emails in a timely manner.
• Follow established policies and procedures to respond and route calls and emails 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(s) based on 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 resolve or 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.

Requirements

• A 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).

Qualifications

• 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).

Skills

• Strong customer service orientation.
• Excellent research abilities.
• The ability to work independently while ensuring customer satisfaction.

Benefits

• Medical with HSA options, as well as dental, vision, and life insurance.
• 11 paid holidays per year, paid time off and sick time.
• Sign-On Bonus: $300 after training!
• Additional $300 after 90 days if performance requirements are met.

Pay

$19.19 per hour starting wage, with a $2 per hour shift premium for hours worked between 6pm - 6am on weekdays or any hours worked on Saturday or Sunday. Additionally, there is a $5.09 per hour health and welfare benefit paid in addition to all wages.

Schedule

This position is in-person only and is full-time. Applicants must be available to work any shift. All new hires will begin training on the first shift. Following training, temporary placement will continue on the 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.