All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.
Peckham is a vocational rehabilitation social enterprise. 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. Being a person without a disability will not impact your eligibility to be hired for this position.
This specific job is open to all interested candidates, both people with and without disabilities.
WHO ARE WE?
Peckham is a vocational rehabilitation social enterprise. 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 (https://www.peckham.org/programs-services/) to learn more about the services we offer to our employees!
Peckham Inc. - Customer Service Representative - General Information Bilingual Spanish - Days/Nights/Weekends JOIN THE PECKHAM TEAM!
The Important Information
Wage: $19.95 once certified in Spanish per hour plus a Health & Welfare Benefit, with an opportunity to move up to $21.71 after security clearance and Applicant Line certification is obtained.Plus, a $1 increase for every hour worked after 6:00pm Monday - Friday and weekends.
Hours: Both full (30+) and part time shifts available Monday - Friday 5:00AM - 7:00 PM AZ/MSTSaturday - Sunday 7:00AM - 12:00PM AZ/MST
Location: This position is located in our Phoenix 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 related jobs/duties as assigned.
Ability to certify in English and Spanish.
MINIMUM QUALIFICATIONS
High School Diploma or equivalent??
At least 18 years of age
U.S. Citizen??
Proficient in?the?English? and Spanish languages?(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.
PREFERRED QUALIFICATIONS
Previous contact center experience
Ability to adhere to work schedule.
Previous customer service experience
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the individual will be required to multitask. The employee will also be required to speak, listen, read, and use a computer simultaneously during their scheduled shift. Individuals will be required to be mobile throughout the building.
WORK ENVIRONMENT
Individuals will be in a cubicle for most of their scheduled shift. Individuals will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. The tasks of the call center are repetitive in nature. The noise level is generally moderate. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Team members' support will be available during their shift.
SECURITY
Many of the positions through the Contact Center Solutions Division require a security clearance. Thus, the candidate/employee must pass and maintain appropriate security and background checks as required for each area and/or contract. The extent of the security and background check may vary by position. Employment may also be contingent upon successful security and background checks and may be run on an ad hoc basis. Required security and clearance checks will be completed at no financial cost to the candidate.
OTHER INFORMATION
This job description in no way states or implies all duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
EOE-Embracing Diversity to Achieve Excellence
SPECIAL NOTES
These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov
PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER
EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
Email us at jobs@peckham.org
Call us at (517) 316-4000
Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center Solutions
Location:
Phoenix, AZ
Employee Type:
Team Member
