Contact Center Research Representative

IMPORTANT INFORMATION: - WAGE: Starting at $19.19 per hour. ** $5.59 per hour for health and welfare benefit paid in addition to all wages** - **LOCATION: 3777 Sparks Dr SE Grand Rapids. This position is in-person only (*****this is not a remote work position)*** - **HOURS: **Full-Time positions only. 8:30 AM - 4:00 PM Monday - Friday. These hours are subject to change in the future. All Scheduled are based on the needs of the contract # Sign-On Bonus! - Receive $300 after training! - 90 days after completing training, you are eligible to earn an additional $300 when you meet performance requirements! SUMMARY The Contact Center Research Representative (CCRR) position involves providing customer service and research support for a government client through phone and email. Key responsibilities include identifying and prioritizing customer requests, documenting information, conducting research, and using government systems to resolve issues or escalate them as needed. The role requires problem-solving skills, computer troubleshooting, and the ability to quickly learn and adapt to new information. Successful candidates should have a strong customer service orientation, excellent research abilities, and the capacity to work independently while ensuring customer satisfaction. Duties and Responsibilities: The Contact Center Research Representative (CCRR) is responsible for delivering superior customer service through timely responses to incoming calls and emails. Key duties include: - Customer Service & Communication: Provide courteous assistance by answering inquiries, following policies and procedures to route requests, and resolving customer issues effectively - Data Entry & Research: Gather and log customer information into databases, using critical thinking skills to research and resolve requests - Escalation & Documentation: Verify customer data, escalate issues when necessary, and provide clear written responses - Customer Contact Request Management: Open and manage call and email requests; ensuring they are completed within specified timeframes - Quality & Confidentiality: Maintain high-quality results by adhering to standards, handling inquiries professionally, and managing sensitive information with discretion - Software Utilization: Use multiple software systems to address a range of customer and vendor inquiries - Adaptability & Flexibility: Adapt to shift changes based on performance and be flexible with work hours. Perform other assigned duties as needed MINIMUM QUALIFICATIONS - High School Diploma or equivalent - At least 18 years old - Proficient in the English language (written and verbal) - U.S. Citizen - Ability to pass a thorough background check screening (credit and criminal history) to determine fitness for a federal security clearance, including engagement with the federal security process to obtain a federal security clearance. - Oral and written communication skills sufficient to facilitate clear and accurate information exchanges with customers - Proficient computer skills (MS Office, keyboarding speed and accuracy, internet-based research) PHYSICAL DEMANDS The physical demands described here are representative of those that must be met