Job Description
Title: Participant Service Representative – Remote
Location: Virtual, in the U.S.
Pearl Interactive Network is seeking to hire Participant Service Representatives Remote.
The Participant Service Representative (PSR) will support general participant inquiries and process standard transactions, such as interfund transfers and fulfillment requests. The Representative will provide Contact Center services via phone, live agent chat, email, secure e-message services, and written correspondence. The Representative will display excellent communication and customer service skills and exhibit a high level of professionalism in all communications.
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 a Competitive Compensation and Benefits package to include:
- Rate: up to $17.00 per hour (DOE)
- 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: Sunday Saturday, 7:00 AM to 9:00 PM ET, excluding federal holidays
Technical/Equipment Requirements:
- Broadband internet connection with a minimum upload speed of 25Mbps and download speed of 3Mbps. No Satellite Connections. Test your network at speedtest.net to verify before you apply.
- Ethernet cable access. Wi-Fi-only connectivity, prohibited.
- Private and secure workspace within your home. Away from noise and distractions.
- Computer equipment, monitor(s), and headset provided.
- Must have own smartphone for system access, 2-step authentication.
Job Duties:
- Answers inquiries of Federal employees and military regarding retirement by clarifying desired information; researching, locating, and providing information using provided knowledge resources.
- Previous experience as a PSR, preferred.
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Maintains customer relationship management (CRM) cases by entering information and document customer interaction.
- Updating job knowledge by participating in educational opportunities and knowledge management.
- Performs other related tasks as assigned.
Job Requirements:
- High School Diploma or equivalent required.
- All personnel must be U.S. citizens or US Person (Green Card holder), 18 years or older.
- Must be able to present detailed information and handle inquiries from customers effectively and professionally.
- Must have knowledge and experience with personal computers in a Microsoft Windows-based environment.
- Ability to speak, read and write in the English language.
- Embrace our winning Pearl Culture which promotes our employee’s desires and effort to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation.