Peckham, Inc. CIC Customer Service Representative in Battle Creek, Michigan
These jobs are part of Peckham Inc.'s vocational rehabilitation efforts. Applicants are given preference for these positions if they have a disability or other barrier to employment
Peckham is a nonprofit vocational rehabilitation organization, providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment. On this application, you will see an eligibility for services questionnaire. Please pay special attention when completing this section of your application. Information you provide here will help determine if you are eligible for job training at Peckham.
Job Description:Peckham Inc. - CIC Customer Service Representative - English and Bilingual Spanish positions available
This is a phone-based customer service position supporting a government customer. CIC Customer Service Representatives (CSRs) in this position will be responsible for providing support through phone and email correspondence with customers. The activities associated with this position include identifying and prioritizing the customer’s request, documenting pertinent information, conducting research to provide resolution or escalation of the call if required. Additionally, the CSR will encounter the need to utilize problem solving skills and multiple databases with proprietary government Customer Interaction Center systems.
Bilingual CSR’s in this position are expected to take calls in both Spanish and English. Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve and possess excellent research skills.
Important Information You Should Know
Location: Battle Creek (74 N. Washington St. Battle Creek)
Hours: 24/7/365; training is typically Monday - Friday 9am-3pm for 4 months and then you are assigned your shift
Wages: start at $15.56/hour + additional health and welfare benefit
What You’ll Be Doing
Provide superior 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.
Log customer information into a database ensuring data entry is accurate and complete.
Access database per customer request for information; use critical thinking skills to perform research to find a solution for the customer’s need and/or concern.
Verify and record demographic data with caller and escalate customer issues as appropriate.
Provide clear and concise written responses to customer and vendor inquiries or escalate to the responsible resource for resolution.
Open non-call work tickets: review, work and close incoming workload in specified time frame based on priority.
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.
Utilize multiple software systems and operate within them to resolve simple to complex vendor questions.
Accept other jobs/duties as assigned.
What We Require
High School Diploma or equivalent
At least 18 years old
Proficient in the English language (written and verbal)
Bilingual Spanish positions - Proficient in the Spanish language (written and verbal)
Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for 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)
Here’s A Little More Information That You Should Know Before You Apply
The security clearance that is required for this position will include a review of the following information. Clearance investigations can/will go back as far as 7 years or more and will be completed at no financial cost to the candidate.
A criminal background/history inquiry
The following may impact your ability to gain the required authorization:
Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments
Previous termination from previous employment that involves theft or other negligent actions on your part
Drug or alcohol use
Failure to be honest when responding to the required Federal Security Clearance questions.
Clearance investigations can/will go back as far as 7 years or more.
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 and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Email us at firstname.lastname@example.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.
Battle Creek, MI
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Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.
Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.
To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.
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
Peckham participates in the E-Verify program. For more information please click follow this link
For information on Immigrant and Employee Rights (IER), follow this link
Pay Transparency Nondiscrimination Provision
REASONABLE ACCOMMODATION NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
 Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
Visit www.peckham.org to learn more.