Contact Center Research Representative

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.

Contact Center Research 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 $19.13/hour; $2/hour shift premium for Saturday & Sunday shifts and any hours worked between 6pm - 6am on weekdays; $4.93/hour for health and welfare benefits in addition to all wages

• Location: IN PERSON ONLY; Battle Creek, MI (this is not a remote position)

• Hours: Applicants must be available to work any shift. All new hires will begin training on first shift. Following training, temporary placement will continue on first shift unless adjusted due to business needs. After the initial placement period, shift assignments will be determined through a performance-based bidding process.

SUMMARY

The Contact Center Research Representative (CCRR) position involves 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. The role requires problem-solving skills, computer troubleshooting, and the ability to quickly learn and adapt to new information. Successful candidates should have a strong customer service orientation, excellent research abilities, and the capacity to work independently while ensuring customer satisfaction. 

DUTIES AND 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. This job is subject to a shift bid system based upon performance/merit and hours can change on a bi-yearly basis. 
• Accept other jobs/duties as assigned. 

MINIMUM 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) 

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 are required to work well independently and as a member of a team. 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.

SECURITY

Many of the positions through the Contact Center Solutions 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.

OTHER INFORMATION

This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

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

EOE-Embracing Diversity to Achieve Excellence

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

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 [email protected]
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (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