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Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

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Customer Service Representative - Remote

Location: Barbourville, KY

Pearl Interactive Network is hiring Remote Customer Service Representatives for a Federal Call Center. The Customer Service Representative (CSR), is responsible for responding to caller questions and providing general information about the Ticket to Work Help Line. Must reside in or near Knox County, KY.

Job Duties:

  • Respond to questions and provide general information about the Ticket Program.
  • Provide baseline benefits awareness and information available through the Ticket Program.
  • Respond to general inquiries relating to the Ticket 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 Ticket 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, 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.

Classification: Full-time, Non-exempt
Operating Hours: 8am - 8pm EST, Mon. - Fri.
Location: Virtual based, must reside in or near Knox County, KY (Corbin, London, Barbourville)
Rate: $11.86 per hour
Benefits: $4.54 toward Health and Wellness to include: Medical, Dental, Vision, EAP, Disability, and Life Insurance for employee-only coverage is available at no cost to employees who work at least 40 hours per week. 401K Eligible.

Internet Connectivity:

  • Wired internet connection
  • Download – 20 Mbps minimum
  • Upload – 5 Mbps minimum

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.


  • High school diploma, GED, or equivalent education required
  • Minimum six (6) month’s previous customer service experience required
  • Ability to speak, read and write in English and professionally 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
  • Ability to receive inquiries from the hearing, speech, and visibly impaired, as well as other physically impaired callers
  • Must have high-speed internet
  • Familiarity with CRC or CRM contractor computer systems
  • Must be able to type a minimum of 20 WPM, 30 WPM preferred
  • Ability to effectively work within established contractual turnaround times required

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

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus,
Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem
Solving, MS Outlook and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team
Oriented, Learning, Flexibility, Effective Communication.

Pearl offers a full benefits package that includes medical, dental, vision, life insurance, paid time off, paid
holidays, and a 401K. Additional ancillary benefits will also be available.

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive
consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status,
disability status, genetics, or sexual orientation, and gender identity.

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