Bilingual; Spanish) Customer Service Representative​/Weekends - Grand Rapids

Job Description:

Peckham Inc.

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

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.

• 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 escalated 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.

• 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.

• Previous contact center experience.
• Ability to adhere to work schedule.
• Previous customer service experience.

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.

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…