Customer Experience Specialist

Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.

To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences

Peckham Inc. - Customer Experience Specialist

SUMMARY

The Customer Experience Specialist works with the NPIC Process Improvement Team (NPIC PIT Crew) to ensure NPIC is providing World Class customer experiences in alignment with client requests and internal guidelines. This position would require flexibility in scheduling and could be assigned scheduled hours during non-traditional business hours.

MAIN DUTIES AND RESPONSIBILITIES

Act as back up for issuing Required Reads, Operational Communications, and other required publishing in Right Answers in the absence of the RA Coordinator. Assist in daily updates to Right Answers.

Provide support to the PIT Crew in the creation of appropriate Speech Analytics inquires for research of NPIC call center questions.

Serve as back up in the management of our Customer Feedback channels

Assist in the quality program with the construction of audits and the resulting data analysis under the direction of the PIT Crew.

OTHER DUTIES AND RESPONSIBILITIES

Edit, draft articles for, publish, and update Right Answers, through collaboration with the PIT Crew

Contribute to the analysis and development of plans to answer operational questions with Speech Analytics

Assist in the maintenance of Calabrio

Draft and send professional and grammatically correct email correspondence for customer feedback

Contribute to the analysis of call center data to identify areas of improvement and trends

Assist in the preparation and distribution of daily, monthly, quarterly and annual reports to clients and call center operations as needed

Plan, schedule, attend and facilitate meetings with call center operations or client, as required

Contribute to the collection of internal customer feedback for process improvements

Contribute to the monitoring of process improvements post-implementation by communicating with stakeholders and collecting appropriate data for analysis

Maintain PIT Crew team notes and agendas

Establish and maintain a professional relationship with Peckham operations staff and the Department of State liaisons

Maintain a safe and clean work environment

Promote Peckham’s vision, values, and services to all customers and stakeholders

Other related duties as assigned

MINIMUM QUALIFICATIONS

2 years of related experience in call center operations

Currently obtain DOS security clearance

Proficient in the English language (written and verbal)

Demonstrated customer service and team interaction skills are required

Exceptional listening skills

Strong ability to multitask and prioritize assignment

Ability to maintain confidentiality

Ability to speak, write, and communicate effectively with clients, managers, and coworkers

Results and detail oriented

Ability to attend in person and remote meetings. This position may require the employee on occasion to work shifts when not normally scheduled, including weekends

PREFERRED QUALIFICATIONS

5 years of related experience in call center operations

Ability to solve problems through analysis and manipulation of relevant data

Ability to identify and articulate call center processes

Beginner level knowledge of HTML (1-2 years of experience)

Proficient in the use of Microsoft Office Suite of Products; Outlook, Word, and Excel

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

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 :

Click HERE () and you will be directed to the ILRU Directory to find an agency in your area that can assist you

Click HERE () and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

Email us at careers@peckham.org

Call us at (517) 316-4000

Visit us at : 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

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 Solutions

Location : Phoenix, AZ

Worker Sub-Type : Staff Member