This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6484227

DUTIES AND RESPONSIBILITIES

• Providesuperiorcustomer 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

• Log customer information intoa databaseensuring data entry is accurate and complete

• Accessknowledge baseper 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

• Assist in maintaining organization wide quality standards

• Flexibility in work hours and shifts including some weekends as needed

• Accept other relatedjobs/duties as assigned

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent

• At least 18 years of age

• U.S. Citizen

• Proficient in theEnglishand Spanishlanguage(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