Remote Customer Service Representative

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Pearl Interactive Network is sourcing Remote Customer Service Representatives.

The Customer Service Representative will handle inquiries from members, providers, physicians, and internal and external clients related to pharmacy benefits. Agents will assist members in understanding and maximizing the use of their pharmacy distribution program.

Pearl offers a Competitive Compensation and Benefits package to include:

• Hourly rate plus additional 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.
  
  

Operating Hours: Mon - Fri 8:30 AM to 10 PM EST and Sat and Sun 9 AM to 6:30 PM EST (shifts vary)

Technical, Equipment, And Work-from-Home Requirements

• Broadband internet connection with a minimum download speed of 40 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com to verify before you apply.
• Ethernet cable access. Wi-Fi-only connectivity is prohibited.
• Private and secure workspace within your home. Away from noise and distractions.
• Computer equipment, monitor, and headset are provided.
  
  

Job Duties

• 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 HCP and 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 HCPs, Customers, and internal management is crucial to success along with the desire to work in a production-based environment and meet or exceed goals associated with average handle time, schedule adherence, and quality while using efficient and appropriate work practices.
  
  

Job Requirements

• High School Diploma required, Associate or Bachelor’s degree preferred.
• 1+ years of call center experience.
• Customer service and/or healthcare 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.
• Knowledge of medical terminology is strongly preferred.
• 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.
  
  

Physical Requirements

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. The employee is regularly required to sit for prolonged periods of time. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus.

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/Suitability Check, Drug Screening, And Skills Assessments Required

Pearl Interactive Network, LLC 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.