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 related 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 contact 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 Contact Center Solutions 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 

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