In-Person Contact Center Research Representative – Grand Rapids

Peckham Inc. – Contact Center Research Representative

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. This specific job is open to all interested candidates, both people with and without disabilities.

The Contact Center Research Representative (CCRR) position involves providing customer service and research support for a government client through phone and email. Key responsibilities include identifying and prioritizing customer requests, documenting information, conducting research, and using government systems to resolve issues or escalate them as needed. The role requires problem-solving skills, computer troubleshooting, and the ability to quickly learn and adapt to new information. Successful candidates should have a strong customer service orientation, excellent research abilities, and the capacity to work independently while ensuring customer satisfaction.

Duties and Responsibilities:

• Customer Service & Communication: Provide courteous assistance by answering inquiries, following policies and procedures to route requests, and resolving customer issues effectively
• Data Entry & Research: Gather and log customer information into databases, using critical thinking skills to research and resolve requests
• Escalation & Documentation: Verify customer data, escalate issues when necessary, and provide clear written responses
• Customer Contact Request Management: Open and manage call and email requests; ensuring they are completed within specified timeframes
• Quality & Confidentiality: Maintain high-quality results by adhering to standards, handling inquiries professionally, and managing sensitive information with discretion
• Software Utilization: Use multiple software systems to address a range of customer and vendor inquiries
• Adaptability & Flexibility: Adapt to shift changes based on performance and be flexible with work hours. Perform other assigned duties as needed

Minimum Qualifications:

• High School Diploma or equivalent
• At least 18 years old
• Proficient in the English language (written and verbal)
• U.S. Citizen
• Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance, including engagement with the federal security process to obtain a federal security clearance.
• Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers
• Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research)

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 independently mobile throughout the building.

Work Environment:

Individuals will be in a cubicle for most of their scheduled shift. Individuals are required to work well independently and as a member of a team. The tasks of the contact 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.

Security:

Many positions within the Contact Center Solutions Division require a security clearance. Candidates must successfully pass and maintain all required security and background checks applicable to the position and/or contract. Background investigations may include, but are not limited to, criminal history and financial reviews. The level and scope of required clearance may vary by role. Employment is contingent upon successful completion and ongoing maintenance of all required security and background checks, which may be conducted at hire and on an ad hoc basis as required. All required security and clearance checks are completed at no 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 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. EEO is Law

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:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE 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:

Grand Rapids, MI

Worker Sub-Type:

Team Member