Job Description

CIC CUSTOMER SERVICE REPRESENTATIVE

SIGN-ON BONUS! RECEIVE $300 AFTER TRAINING PLUS 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: $15.56/hour plus health and welfare benefit
• Location: Battle Creek, MI
• Hours: 24/7/365; Shift flexibility is required.

SUMMARY

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 customer’s 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.

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 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 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.

To determine if you are a potential candidate for this position a review of the following may apply:

• A criminal background/history inquiry
• Employment verification
• Drug screening
• Credit history

The following may impact your ability to gain the required authorization:

• Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments
• Previous termination from previous employment that involves theft or other negligent actions on your part
• Drug or alcohol use
• Failure to be honest when responding to the required Federal Security Clearance questions

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.

SPECIAL NOTES

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

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

As a federal contractor, Peckham requires all employees to be fully vaccinated from the COVID-19 virus. Proof of vaccination is required on/before the start of employment. Upon request, Medical or Religious accommodations will be considered for employment.

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
• Email us at jobs@peckham.org
• 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.

Company Description

Peckham, Inc., a nonprofit vocational rehabilitation organization, provides job training opportunities for persons with significant disabilities and other barriers to employment. Peckham provides people with physical, cognitive, behavioral and socio-economic challenges, a platform to demonstrate their ability, learn new skills, participate in work and enjoy the rewards of their success. Peckham provides opportunities so clients can experience meaningful employment growth.