Customer Service Representative - Days/Weekends - Grand Rapids

Peckham, Inc.•Grand Rapids, MI

4d•Onsite

About The Position

Peckham is a nonprofit vocational rehabilitation organization that specializes in providing vocational rehabilitation and training opportunities for people with significant disabilities and/or other barriers to employment. They are currently hiring for Customer Service Representatives for their Grand Rapids office. This is a phone-based customer service position supporting a government customer. Customer Service Representatives (CSRs) 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. Peckham is an Equal Opportunity Employer and encourages all abilities to apply, with a preference for individuals with disabilities.

Requirements

High School Diploma or equivalent
At least 18 years of age
U.S. Citizen
Proficient in the English language (written and verbal)
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 contact 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 related jobs/duties as assigned.
Ability to certify in English.