Customer Service Representative

Title: Customer Service Representative – Remote

Location: Virtual, in the U.S.

Job Description:

Pearl Interactive Network is hiring Remote Customer Service Representatives.

The Customer Service Representative (CSR), is responsible for inbound and outbound caller support providing general information on the Ticket to Work Help Line.

Why choose Pearl Interactive Network?

Join Our Team and embrace the winning Pearl Culture which promotes our employee’s desires and efforts to serve our consumers, clients, and community. Our values of customer satisfaction, teamwork, a family atmosphere, quality services, respect for each other, transparency, and innovation are what make Pearl, the employer of choice. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers Competitive Compensation and a Benefits package to include:

• • Rate: $17.20 per hour + $4.57 towards Health and Wellness

• • Medical, Dental, Vision, and Life Insurance

• • Paid time off, Paid holidays

• • 401K eligibility

• Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.

Operating Hours: Monday – Friday with available shifts between 8 am – 8 pm EST, Mon. – Fri.

Technical Equipment, and Remote Office Requirements:

1. 1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.

1. 1. Ethernet cable access. Wi-Fi-only connectivity is prohibited.

1. 1. Private and secure workspace within your home. Away from noise and distractions.

1. Computer and audio headset provided. Must be able to pick up equipment on location.

Please note the bandwidth requirements are minimum for remote work-from-home agents, to support agent project workflow. For shared home access, additional bandwidth is needed where multiple family members are sharing household bandwidth with Streaming video/Remote learning, etc.

Job Duties:

• • Provide baseline benefits awareness and information available through the Ticket to Work Program.

• • Respond to general inquiries relating to the Ticket to Work Program and other resources and incentives for beneficiaries who are considering work.

• • Provide as needed, referral of eligible and appropriate beneficiaries to a WIPA using the National WIPA Database, or process to be provided by the client.

• • Take appropriate and immediate action to allow beneficiaries to opt out of further communication.

• • Take appropriate and immediate action on questions from beneficiaries about Ticket status and Ticket assignments, including beneficiaries who are directed to the HelpLine through an IVR call.

• • During downtime between calls, provide additional program support by processing payments or assisting on other special projects.

• • Record case notes for all beneficiaries, including information on the county of residence, Ticket assignment status, notes related to contacting the beneficiary, and any specific concerns or support needs with which the beneficiary requested assistance.

• • Differentiate between calls related to the Ticket Program, employment, and rehabilitation, and calls requiring referrals to other support organizations (such as State VR agencies, WIPA projects, and PABSS organizations).

• • Provide referrals to organizations responsible for subsidized housing, Supplemental Nutrition Assistance Program (SNAP), food banks, energy assistance, Medicaid, and other benefits resources.

• • Document a referral of a beneficiary to a WIPA by completing all required fields in the I&R sections of the program’s electronic system or process working collaboratively and cooperatively with the NTDC on all aspects of the referral process.

• Respond to other call types as directed.

Job Responsibilities:

• • High school diploma, GED, or equivalent education required.

• • A minimum of six (6) month’s previous customer service experience is required.

• • Customer service experience and ability to handle inquiries and requests in a courteous and professional manner, including calls, received in crisis situations, and/or from abusive callers

• • General knowledge of government programs and adherence to HIPAA privacy laws.

• • Receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers.

• • Familiarity with CRC or CRM contractor computer systems.

• Must be able to type a minimum of 20 WPM, 30 WPM preferred.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Background Check, Drug Screening, and Skills Assessments Required

Pearl Interactive Network, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.