In-Person Contact Center Research Representative - Battle Creek

Peckham, Inc.•Battle Creek, MI

7d•Onsite

About The Position

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.

Requirements

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)

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.

Benefits

Sign-On Bonus! Receive $300 after training! 90 days after training, you can also earn an additional $300 when you meet performance requirements!
11 paid holidays per year
paid time off
sick time
Medical with HSA options
dental insurance
vision insurance
life insurance
Opportunities for professional advancement, including enhanced responsibility and increased pay.
on-the-job support