About The Role

All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.

Peckham is a nonprofit vocational rehabilitation organization. We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. If you have a disability or other barrier to employment, please be sure to fully complete the ‘eligibility for services questionnaire’ to help us determine the best fit and necessary accommodations for your employment needs.

If you do NOT have a disability, please complete the entire application including the questionnaire. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.

WHO ARE WE?

Peckham is a nonprofit vocational rehabilitation organization. Currently we are hiring ALL abilities.

We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment.

Our core values are compassion, diversity, opportunity, excellence, pride, community, and balance . Peckham is an organization that invests in their employees. It is our mission to help you reach your career goals . We believe in providing high quality services to support clients in reaching their full potential. How do we do this? Click the link HERE to learn more about the services we offer to our employees!

Peckham Inc. - Customer Service Representative - Days/Weekends - Grand Rapids

THE IMPORTANT INFORMATION

Wage: $18.00 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