Job Description: Bilingual Entry Level Customer Service Representative SIGN ON BONUS!  Receive $350 after training!

　　JOIN THE PECKHAM TEAM!

　　The Important Information Wage: $18.50 per hour plus a Health & Welfare Benefit, $19.95 after English/Spanish certification and an opportunity to move up to $21.71 after security clearance and Applicant Line certification is obtained. Hours: Both full (30+) and part time shifts available Monday-Friday 8:00am-5:30pm, MST Location: This position is located in our Tempe office and is not a work from home opportunity

　　What you’ll need

　　APRIL 2024 START

　　High School Diploma or GED

　　At least 18 years of age

　　U.S. Citizen 

　　Call center experience preferred

　　Proficient in both the English and Spanish languages (written and verbal)  

　　Basic computer skills (typing, reading comprehension)

　　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 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 

　　Assist in maintaining organization wide quality standards 

　　Flexibility in work hours and shifts including some weekends as needed

　　Accept other related jobs/duties as assigned 

　　MINIMUM QUALIFICATIONS

　　High School Diploma or equivalent  

　　At least 18 years of age

　　U.S. Citizen  

　　Proficient in the English and Spanish 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 

　　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 will work individually, and therefore are required to work well independently, however will also be a member of a team and therefore must be able to work in a team atmosphere. 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 Business Services 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.

　　To determine if you are a potential candidate for this position a review of the following may apply:

　　A criminal background/history inquiry

　　Employment verification

　　Drug screening

　　Credit history

　　The following may impact your ability to gain the required authorization:

　　Poor credit, bankruptcy in the past 2-3 years and/or delinquent payments

　　Previous termination from previous employment that involves theft or other negligent actions on your part

　　Drug or alcohol use

　　Failure to be honest when responding to the required Federal Security Clearance questions.

　　Clearance investigations can/will go back as far as 7 years or more.

　　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.

　　EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

　　EOE-Embracing Diversity to Achieve Excellence

　　Worker Sub-Type:

　　Team Member

　　Location:

　　Phoenix (Tempe), AZ

　　Business Line:

　　Contact Center Solutions

　　Time Type:

　　Full time

　　Scheduled Weekly Hours:

　　40First Shift (United States of America)

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　　ABOUT PECKHAM

　　Peckham is a national award-winning non-profit organization, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

　　MISSION

　　Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

　　VISION

　　To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

　　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. EEO is Law (https://dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)

　　Peckham participates in the E-Verify program. For more information please click follow this link (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf) ​

　　For information on Immigrant and Employee Rights (IER), follow this link (https://www.justice.gov/crt/case-document/file/1133936/download)

　　Pay Transparency Nondiscrimination Provision

　　REASONABLE ACCOMMODATION NOTICE

　　Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

　　[1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

　　Visit www.peckham.org to learn more.