DUTIES AND RESPONSIBILITIES 

• Provide excellent 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.    
• 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 Peckham’s vision, values, and services to all customers and stakeholders.  
• Adhere to organization wide quality standards.  
• Accept other related jobs/duties as assigned. 
• Ability to certify in English and Spanish.

 MINIMUM QUALIFICATIONS  

• High School Diploma or equivalent   
• At least 18 years of age 
• U.S. Citizen   
• Proficient in the English and Spanish languages (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.  
• Flexibility in work hours and shifts, including some weekends as needed.

PREFERRED QUALIFICATIONS

• Previous contact center experience
• Ability to adhere to work schedule.
• Previous customer service experience

Wage: $19.95 once certified in Spanish per hour plus a Health & Welfare Benefit, with 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 and weekends.
Hours: Both full (30+) and part time shifts available Monday - Friday 5:00AM – 7:00 PM AZ/MST
Saturday - Sunday 7:00AM - 12:00PM AZ/MST
Location: This position is located in our Phoenix office and is not a work from home opportunity.