Remote Beneficiary Support Specialist

Pearl Interactive Network is sourcing Remote Beneficiary Support Specialists.

The Beneficiary Support Specialist/Customer Service Representative (CSR) provides information and solutions in response to inquiries pertaining to products, services, and/or customer complaints. Duties may include, but are not limited to, accessing databases to retrieve and/or record information such as customer complaints or orders; responding to customer complaints or inquiries; taking orders for products or merchandise; calculating charges; processing billing or payments; processing customer claims; handling returns, refunds, and exchanges; keeping records of customer interactions; and updating customer account information. This position receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.

Pearl offers a Competitive Compensation and Benefits package to include: 

• Hourly rate plus $5.09 per hour toward Health & Wellness Benefits
• 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: Mon - Fri 6:00 AM to 6L00 PM EST (shifts vary)

Technical, Equipment, and Work-from-Home Requirements: 

1. Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 5 Mbps. 
2. Ethernet cable access. Wi-Fi-only connectivity is prohibited.
3. Private and secure workspace within your home. Away from noise and distractions.
4. Computer equipment, monitor, and headset are provided.

Job Duties:

• Use a computerized system to gather information and respond to questions. Document issues and resolutions in a common database. Escalate issues as necessary.
• Demonstrate ability to successfully complete customer calls within established work hours.
• Provide, accept, and act on performance feedback from peers, business partners, leadership, and customer survey results.
• Learn and effectively apply new skills/techniques as customer expectations change.
• Maintain and recognize cultural differences/sensitivity.
• Professional interaction with Customers, and internal management is crucial to success along with the desire to work in a production-based environment and meet or exceed goals associated with average handle time, schedule adherence, and quality while using efficient and appropriate work practices.

Job Requirements: 

• High School Diploma required, Associate or Bachelor’s degree preferred.
• 1+ years of call center experience.
• Customer service and/or Beneficiary Support experience are a plus.
• Demonstrate innovative thinking and drive for results.
• Display exceptional oral and written communication skills.
• Experience interfacing with international customers or the ability to interface with a culturally diverse population.
• Work experience in a Quality/Production driven environment.
• Working knowledge of basic computer functions including Microsoft products, internet research, and email communication.
• Capability to navigate concurrently between multiple software systems with relative ease.
• Ability to prioritize a multitude of tasks.
• Exceptional interpersonal skills.
• Ability to work independently and possess exceptional time management skills.
• Flexibility to support business outside normal work schedule as needed.

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/Suitability Check, Drug Screening, and Skills Assessments Required

Pearl Interactive Network, LLC 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.