Contact Center Research Representative

Contact Center Research Representative - Peckham, Inc.

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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.

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 :

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.

DUTIES AND RESPONSIBILITIES

MINIMUM QUALIFICATIONS

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 are required to work well independently and as a member of a team. 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.

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 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.

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

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 :