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 jobs/duties as assigned. 
• Ability to certify in both English and Spanish (bi-lingual).

• High School Diploma or equivalent   
• At least 18 years of age 
• U.S. Citizen   
• Proficient in the English and Spanish languages (written and verbal).
• Able to read and comprehend English and Spanish.
• 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.

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