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Pearl Interactive Network, Inc. is a fast growing managed services and national staffing firm. 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 III-Remote

Location: Virtual, in the U.S.

Pearl Interactive Network is seeking Customer Service Representatives to support a Contact Center. The Customer Service Representative III is responsible for answering incoming calls from the public, related to COVID-19 vaccination scheduling questionnaires or communications.  

Job Duties:

  • Evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment.
  • Maintain a current understanding of CDC information on regulations, policies, and procedures to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
  • Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers.
  • Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
  • Escalate calls or issues to the appropriate designated staff for resolution, as needed.
  • May be required to make outbound calls to follow up on vaccination questions.
  • Track and document all inquiries using the applicable systems.
  • Facilitate translation services for non-English speaking callers according to outlined procedures.
  • Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.
  • Meet quality assurance (QA) and other key performance metrics.
  • Report problems that occur and assist with the resolution.
  • Utilize databases and written materials to look up and provide information to telephone inquiries.
  • Respond to telephone inquiries within the set departmental staffing and time parameters.

Classification:  Full-time, Non-Exempt

Operating Hours:  8am - 10pm EST, Mon. - Sun.

Salary:  $17 - $18 per hour

Preferred Locations:  Alabama, Florida, Georgia, Mississippi, Ohio

Equipment Requirements:

  1. Computer with Windows 10 or Mac OS 10.14 (Mojave) or higher 
  2. Broadband internet connection (No Satellite connections) with the minimum download/upload speed of 20Mbps/10mbps. Test your equipment at speedtest.com to verify.
  3. Wi-Fi only connectivity, prohibited.  Ethernet cable access only
  4. Private and secure workspace within your home (away from other people and noise) 
  5. Audio headset with a microphone for the home computer is preferred 

Requirements:

  • High School Diploma or GED
  • Minimum 6 months experience in medical or public health discipline, medical office or nursing experience preferred
  • Effective communicator with strong ability to provide empathy and excellent customer experience
  • Clinical knowledge of and experience in medical, public health and/or CDC related topics
  • Strong data entry and telephone skills, typing and accuracy
  • Proficient internet search skills
  • Working knowledge of Microsoft Office and ability to learn and utilize software applications
  • Excellent organizational, interpersonal, written, and verbal communication skills
  • Problem solving and customer service skills
  • Ability to perform comfortably in a fast-paced work environment
  • Embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork, & family atmosphere, quality, respect, transparency, and innovation

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

Background Investigation 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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