Sr. Customer Service Representative

4 weeks ago

Dover, United States Pearl Interactive Network Full time

Pearl Interactive Network is sourcing Sr. Customer Service Representatives for future remote opportunities.

The Senior Customer Service Representative resolves complex or escalated issues. The Senior Customer Service Representative coaches and advises Customer Service Representatives (CSRs) and ensures that they client expectations. The Senior Customer Service Representative provides feedback to Supervisors on metrics and CSRs' performance.

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 make Pearl, the employer of choice. We take pride in our hiring preference for individuals living in economically challenged areas, persons with disabilities, military spouses, and Veterans.

Pearl offers a Competitive Compensation and Benefits package to include:

  • Rate: $18 - $25 (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: 8 am - 5 pm EST, Monday - Friday

Required Locations: Albuquerque NM, Tucson AZ, Phoenix AZ, Houston TX, Lubbock TX, Las Vegas NV, Mobile AL, Boise ID, Memphis TN, Louisville KY, Fayetteville NC, New Orleans LA, Dayton, OH, Cleveland, OH, and Spokane WA

Must live within 50 miles of a VA facility.

Technical Equipment, and Remote Office Requirements:

  1. Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. Test your network at speed.cloudflare.com 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.


Job Duties:

  • Handle calls on the supervisor escalation queue and overflow calls when customer demand exceeds agent resources.

  • Provide service recovery when caller expresses dissatisfaction with the interaction with agent.

  • De-escalate aggravated callers when warranted.

  • Handle calls for callers identified as frequent and/or disruptive.

  • Provide 1:1 training as time permits.

  • Coordinate and handle nesting, and coaching responsibilities with new agents.

  • Enter exceptions for agents in WFM software, with supervisor approval.

  • User Acceptance Testing (UAT) for CRM and other software releases.

  • Approve urgent, time-sensitive and high-priority (Priority 1 and Priority 1 Other) cases.

  • Troubleshoot basic agent technology issues.

  • Advise supervisor on team performance.

  • Participate in call calibration activities.

  • Responsible for other operational activities as identified.


Job Requirements:

  • High School diploma or GED Certification.

  • 1-year related work experience; this includes experience in a call center or customer focus.

  • Strong Problem solving and decision-making skills.

  • Good listening and strong verbal communication skills.

  • Working on a PC with Windows or similar environment

  • Prior experience working in a remote setting


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 Investigation, Drug Screening, and Skills Assessment Required

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.

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