Pearl Interactive Network sourcing Customer Service Representatives – Remote.

The Customer Service Representative will support incoming calls, emails, o chats regarding Federal Student Aid (FSA) Loan Servicing.  You will manage inquiries and questions, notating accounts accurately with actions taken in response to the inquiries. 

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. As a woman-owned, HUBZone certified social enterprise, Pearl offers hiring priority to our Veterans, Military Spouses, and their families, as well as individuals with disabilities.

Pearl offers Competitive Compensation and Benefits to include:

• Competitive Wage: $15 - $16 per hour 
• Ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program.  

Location: El Paso, TX 79906

Job Duties: 

• Support Contact Center expectations as well as departmental and corporate policies and procedures
• Utilize the feedback tool to give and receive constructive feedback on call quality and department tasks
• Utilize available systems, knowledgebase, and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties
• Refer escalated calls or inquiries to appropriate levels as needed
• Process requests received via general correspondence and notate accounts regarding actions taken in response to those requests.
• Uses a computerized system for tracking, information gathering, and/or troubleshooting.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Job Requirements:

• High School diploma or GED is required.
• Minimum six (6) months of customer service or administrative or call center experience required.
• Must have demonstrated excellent interpersonal skills and the ability to organize simultaneous tasks.
• Must be able to work remotely from your home.
• Ability to type a minimum of 23 WPM required.
• Effectively read a prepared / written script out loud and perform repetitive actions.
• PC skills, including MS Office applications required.
• Willing to undergo program update training as student financial assistance programs change, as well as required employee training.
• May be required to work scheduled holidays, overtime, and weekends.
• Must be able to certify in functions being trained.

Technical/Equipment Requirements: 

1. Broadband internet connection with a minimum upload speed of 20 Mbps and download speed of 5 Mbps.  No Satellite Connections. Test your network at speedtest.net to verify before you apply.
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 provided.

Background/Suitability Check, Drug Screening, and Skills Assessments Required

APPLICANTS WITH PREVIOUS OR CURRENT FSA SUITABILITY CLEARANCE ARE URGED TO APPLY! 

Consistent with E.O. 14042, absent a legally required accommodation relating to a disability, including a medical condition, or a sincerely held religious belief, employees may be required to be fully vaccinated for COVID-19 as a condition of employment.  This means a COVID-19 vaccination is a qualification standard for the job related to safety for all employees assigned to work on a covered contract.  

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 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.