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. 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.

English and Spanish Speaking Contact Center Research Representative - Peckham, Inc.

Sign-On Bonus!

• Receive $300 after training!

• 90 days after training, you can also earn an additional $300 when you meet performance requirements!

JOIN THE PECKHAM TEAM!

• Great Company Culture. Peckham was named #11 in the 2015 Fortune Magazine’s “Great Place to Work” for small and medium companies and has been certified as a Great Place to Work® company for six consecutive years!
• Work Life Balance. At Peckham, we “embrace the ‘AND’”! 
• Rest & Relaxation. Receive 11 paid holidays per year, paid time off and sick time!
• Health Benefits. Medical with HSA options, as well as dental, vision, and life insurance.
• Career Development. Opportunities for professional advancement, including enhanced responsibility and increased pay.
• Support & Understanding. Peckham provides all Team Members with on-the-job support.

IMPORTANT INFORMATION:

• Wage: Start at $19.13/hour; $2/hour shift premium for Saturday & Sunday shifts and any hours worked between 6pm - 6am on weekdays; $4.93/hour for health and welfare benefits in addition to all wages

• Location: Battle Creek, MI

• Hours: Primarily hiring for 2nd shift with the possibility of other shifts if they become available (training on 1st shift)

SUMMARY

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. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• The Contact Center Research Representative (CCRR) is responsible for delivering superior customer service through timely responses to incoming calls and emails. Key duties include: 

  • 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 

  • Ticket Management: Open and manage non-call work tickets, 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 

  Accept other related duties as assigned.

MINIMUM HIRING REQUIREMENTS

• • High School Diploma or equivalent  

  • At least 18 years old 

  • Proficient in the  English and Spanish language (written and verbal)  

  • U.S. Citizen  

  • Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for obtaining interim approval of a federal level security clearance. This will include active engagement with the federal security process to obtain the interim approval needed for this position.

  • 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)  

MINIMUM REQUISITE SKILLS AND KNOWLEDGE

• 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)

TRAINING AND CONTINUOUS EDUCATION

This position may require initial training, on the job training, subsequent training and continuing education of which will be outlined and facilitated by the training department or some other approved means. 

SECURITY

Many of the positions through the Contact Center Solutions Division require the ability to obtain interim approval of a federal level 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.

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.

SPECIAL NOTES

These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov

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 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:

Battle Creek, MI

Worker Sub-Type:

Team Member