Bilingual (Spanish) Customer Service Representative - Days/Weekends - Grand Rapids

Peckham Inc. - Bilingual (Spanish) Customer Service Representative - Days/Weekends - Grand Rapids

THE IMPORTANT INFORMATION

Wage: $19.41 per hour plus a Health & Welfare Benefit, with a possibility to move up after full security clearance is obtained and you have been through Applicant Line training.

Shifts/Hours of Operations: Both full (30+) and part time shifts available Sunday - Saturday 8:00AM (EST) – 10:30PM (EST). Applicants must be available to work any shift. All schedules are based on current needs of the contract

Location: This position is located in our Grand Rapids office and is not a work from home opportunity.

SUMMARY

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.

DUTIES AND 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