Entry Level Customer Service Representative - Days/Nights/Weekends

$38,480 - $38,480/Yr

Peckham - Phoenix, AZ

Part-time - Entry Level

Phoenix, AZ

Specialty Trade Contractors

About the position

The Entry Level Customer Service Representative position at Peckham, Inc. is a phone-based role focused on providing excellent customer service to U.S. citizens. Representatives will answer calls, assist with inquiries regarding policies and procedures, and utilize a computer-based knowledge system to resolve customer requests. This role requires strong communication and problem-solving skills, as well as the ability to work flexible hours, including nights and weekends.

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 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.

Requirements

• 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.

Nice-to-haves

• Previous Call center experience
• Ability to adhere to work schedule
• Previous Customer Service experience

Benefits

• Sign on bonus of $350 after training
• Health & Welfare Benefit
• Opportunity to increase wage up to $20.61 after security clearance and certification
• $1 increase for every hour worked after 6:00 PM Monday - Friday