Customer Service Representative Job at TEKsystems in Phoenix

Location: 13450 N Black Canyon Hwy, Phoenix, AZ 85029 (This is not remote, you will sit on site)

SUMMARY 

This is a phone-based customer service position supporting a government customer. Customer Service Representatives (CSRs) in this position will 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 orientation with excellent communication and problem-solving skills. 

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 jobs/duties as assigned 

Pay rate: $17.84/40 hours per week

Contract Duration: 6 months from start date with a possibility of extension

Hours of operation: Monday- Friday from 6:00am-8:00pm. You will chose 3 preferred shifts and will bid on them in training. You may also chose to work a 4*10 shift.

Holiday Pay: Christmas Day, New Year's Day, Martin Luther
King Jr.'s Birthday, Washington's Birthday, Memorial Day and Independence Day (6

Drug Screening: While there is no Drug screen, employer will require you to fill out a Drug Certification form. 

Additional Information: Masks are required to be wore all day during your shift at your desk.

COVID procedures :

o The company has taken quite a few precautions.

§ Removed all air hand dryers and replaced them with paper towel dispensers.

§ Added hand sanitizers to every office by all doors, in all common areas and by all building entrances

§ Have put those that remain in the build at CDC safe distancing working space guidelines

§ Have placed safe distancing floor stickers in all restrooms

§ Have provided every person with two sets of masks

§ It is mandatory that you wear a mask

§ Have a central entrance at each building where the do mandatory health screenings

§ They do whole building midday temperature checks

§ They have Monday morning COVID management meetings

§ Facilities has instituted more surface contact cleaning scheduled times

§ They provides Clorox wipes and encourages everyone to wipe down their desks twice a day

§ If someone has COVID like symptoms, they are sent home and Facilities is engaged to thoroughly clean the desk area.. This was more of a factor in the beginning, now everyone is aware not to come in if they have any symptoms and will be stopped at the screening desk and sent home- they will not lose their job but will need to quarantine at home for 10 days.

Documents Required :

- Birth Cert or Passport (copy of birth certificate is ok)

- 2 Forms of ID

Background: In addition to verifying criminal, education, etc., we also pull credit (see below for specifics with requirements).

Student loan debt does negatively impact getting your full clearance and fits in the highlighted category below:

The general guideline when considering debt is that any amount of unpaid bad debt in a negative standing over the amount of $7000.00, excluding medical debt, will make the candidate not eligible for employment. Excessive amounts of medical debt may also require further information before a determination can be made. When it comes to Bankruptcies, there is a standard that if it is within the last 7 years the candidate is not eligible for employment.