All are encouraged to apply! Join Peckham - WORK. GROW. ADVANCE.
Peckham is a vocational rehabilitation social enterprise. 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.
WHO ARE WE?
Peckham is a vocational rehabilitation social enterprise. Currently we are hiring ALL abilities.
We specialize in providing vocational rehabilitation and training opportunities for people with significant disabilities, and/or other barriers to employment.
Our core values are compassion, diversity, opportunity, excellence, pride, community, and balance. Peckham is an organization that invests in their employees. It is our mission to help you reach your career goals. We believe in providing high quality services to support clients in reaching their full potential. How do we do this? Click the link HERE to learn more about the services we offer to our employees!
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.
Plus, a $1 increase for every hour worked after 6:00pm Monday - Friday
Hours: Both full (30+) and part time shifts available Sunday - Saturday, 4:30 AM – 10:00 PM AZ/MST
Location: This position is located in our Phoenix office and is not a work from home opportunity
What you’ll need
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.
SPECIAL NOTES
These jobs are part of the AbilityOne program, to learn more about the AbilityOne program go to www.abilityone.gov
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.
REASONABLE ACCOMMODATION FOR APPLYING NOTICE
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:
Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
Business Line:
Contact Center SolutionsLocation:
Phoenix, AZEmployee Type:
Team Member
Lifelancer
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