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.
Peckham Inc. – Contact Center Research Representative
IMPORTANT INFORMATION:
WAGE: Starting at $19.19 per hour . $2 per hour shift premium for hours worked between 6pm - 6am on weekdays or any hours worked on Saturday or Sunday. $5.59 per hour for health and welfare benefit paid in addition to all wages
LOCATION: 74 Washington St. N Battle Creek. This position is in-person only ( this is not a remote work position)
HOURS: Full-Time positions only. Applicants must be available to work any shift. All new hires will begin training on first shift . Following training, temporary placement will continue on first shift unless adjusted due to business needs . After the initial placement period, shift assignments are determined through a performance-based bidding process. All schedules are based on current needs of the contract
Sign-On Bonus!
Receive $300 after training!
90 days after completing training, you are eligible to 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.
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:
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
Customer Contact Request Management: Open and manage call and email requests; ensuring they are completed within specified timeframes
Quality & Confidentiality: Maintain high-quality results by…