Weekends

Peckham, Inc.•Phoenix, AZ

54d•$20 - $22•Onsite

About The Position

This is a phone-based customer service position supporting a government customer. Customer Service Representatives (CSRs) in this position will answer phone calls from U.S. citizens and utilize a computer-based knowledge system to answer general questions about policies, practices, procedures, and other data to assist callers. Successful candidates will have a customer service orientation with excellent communication and problem-solving skills. CSRs can choose what language they prefer to certify first; their pay will change when they passed both certifications (English Spanish).

Requirements

High School Diploma or equivalent
At least 18 years of age
U.S. Citizen
Proficient in the English and Spanish languages (written and verbal).
Able to read and comprehend English and Spanish.
Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance.
Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)
Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers.
Ability to take direction within a team setting and complete team related work promptly.
Flexibility in work hours and shifts including some weekends as needed.

Nice To Haves

Previous Call center experience
Ability to adhere to work schedule.
Previous Customer Service experience

Responsibilities

Provide excellent 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.
Schedule appointments for customers with urgent travel.
Access to knowledge base per customer request for information
Verify and record demographic data with caller and escalate customer issues as appropriate.
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.
Promote Peckham’s vision, values, and services to all customers and stakeholders.
Adhere to organization wide quality standards.
Accept other jobs/duties as assigned.
Ability to certify in both English and Spanish (bi-lingual).