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Job Information
Peckham, Inc Entry Level Customer Service Representative- Days/Nights/Weekends in Phoenix, Arizona
This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6594042
SUMMARY
This is aphone-based customer service position supporting a government customer.Customer Service Representatives (CSRs) inthis positionwill 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 orientationwith excellent communication andproblem-solvingskills.
DUTIES AND RESPONSIBILITIES
- Provideexcellentcustomer service by answering incoming calls in a timely manner.
- Followestablishedpoliciesand proceduresto 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 Peckhams vision, values, and services to all customers and stakeholders.
- Adhere to organization wide quality standards.
- Accept other 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 intheEnglishlanguage(writtenand 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 teamrelatedwork promptly.
- Flexibility in work hours and shifts including some weekends as needed.
PREFERRED QUALIFICATIONS
- Previous Call center experience
- Ability to adhere to work schedule.