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.

Logistical Support Customer Service Representative - Peckham, Inc.

Sign-On Bonus!

• Receive $300 after training!

• 90 days after training, you can also 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.

IMPORTANT INFORMATION:

• Wage: Start at $19.13/hour; $2/hour shift premium for Saturday & Sunday shifts and any hours worked between 6pm - 6am on weekdays; $4.93/hour for health and welfare benefits in addition to all wages

• Location: IN PERSON ONLY; Battle Creek, MI (this is not a remote position)

• Hours: Hiring for 2nd shift only (training on 1st shift)

SUMMARY

This is a phone-based customer service position supporting a government customer. Logistical Support Customer Service Representative (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. Successful candidates will have a customer service orientation, be fast learners able to adapt to new information, problem solve and possess excellent research skills.  

DUTIES AND RESPONSIBILITIES

• 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 timeframe based on priority. 
• Maintain and improve quality results by adhering to standards and guidelines. 
• Handle