Job Information
Peckham, Inc. Entry Level Customer Service Representative - Days/Nights/Weekends in Phoenix, Arizona
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. These jobs are open to all abilities but Peckham gives preference to individuals with disabilities.
WHO ARE WE?
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.
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!
Entry Level Customer Service Representative - Nights/Weekends
SIGN ON BONUS! Receive $350 after training!
JOIN THE PECKHAM TEAM!
The Important Information
Wage: $18.50 per hour plus a Health & Welfare Benefit, with an opportunity to move up to $20.61 after security clearance and Applicant Line certification is obtained. Plus, a $1 increase for every hour worked after 6:00pm Monday - Friday
Hours: Both full (30+) and part time shifts available Sunday - Saturday 4:30 AM – 10:00 PM AZ/MST
Location: This position is located in our Phoenix office and is not a work from home opportunityWhat you’ll need
High School Diploma or GED
At least 18 years of age
U.S. Citizen
Call center experience preferred
Proficient in English (written and verbal)
Basic computer skills (typing, reading comprehension
Weekend and second shift availability
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 jobs/duties as assigned.
Ability to certify in English.
MINIMUM QUALIFICATIONS
High School Diploma or equivalent
At least 18 years of age
U.S. Citizen
Proficient in the English language (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 Call 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 Business Services 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
Click here to return to the main search page (https://peckham.wd5.myworkdayjobs.com/team-member)
ABOUT PECKHAM
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.
MISSION
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.
VISION
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 (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)
For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)
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.
[1] 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.