Beneficiary Support Specialist

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Pearl Interactive Network, LLC

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

🏛️ Government

🤝 B2B

🌍 Social Impact

Government • B2B • Social Impact

Pearl Interactive Network, LLC is a contact center and customer support provider specializing in beneficiary support, behavioral health, and multi-channel call center operations for federal, state, and commercial clients. With over two decades of experience and management of millions of citizen engagements annually, Pearl combines workforce management, trained personnel, and technology to deliver human-centered, consultative, and often complex interactions. The company partners with prime contractors, government agencies, and commercial organizations to improve access to services and advances social responsibility by creating employment opportunities for underserved populations.

📋 Description

• 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. • Responds 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. • 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.

🎯 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.

🏖️ Benefits

• 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.