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Customer Service Representative


  • Pearl Interactive Network
  • 11/13/21
  • Winchester, KY
  • 40391
  • 16.18 / Hourly
  • Full-Time
Update: Hourly Pay Rate Increased to $16.18 per hour!

The Customer Service Representative (CSR) is responsible for answering incoming calls from consumers, responding to inquiries and questions, and providing information on program and service offerings

Job Duties:

Utilize standard technology such as a telephone, e-mail, and web browser.
Assist caller with filling out online application and submitting it electronically to plan provider for processing.
Navigate to the appropriate pre-scripted responses, read verbatim to provide basic and claims-specific information, and complete basic call log related to the phone inquiries clicking radio buttons to confirm which scripts were read by the CSR to the caller.
Refer calls as required to Customer Service Representative II.
May be required to work holidays. Overtime may be required.
Perform other related duties as assigned.

Operating Hours: 9:00 am 6:00 pm EST, Monday Friday

Classification: Full-time, Seasonal

Location: Winchester, KY

Salary: $16.18 per hour

Benefits: $4.54 toward Health and Wellness to include: Medical, Dental, Vision, EAP, Disability, and Life Insurance for employee-only coverage is available at no cost to employees who work at least 40 hours per week. 401K Eligible.

Job Requirements & Essential Job Functions:

High School diploma or equivalent required
Minimum 6 months customer service/secretarial/telemarketing experience required or equivalent military experience
Must be able to speak and read English clearly, professionally, and fluently
Must be able to type a minimum of 20 WPM
Experience working with a PC and the Windows operating system is required
Ability to effectively work within established contractual turnaround times, follow established and documented policies and standard operating procedures, and adhering to privacy rules
Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
Proven ability to work as a member of a team is required
All CCO personnel will be required by contract to undergo program update training as the program changes
Spanish fluency is desirable
This position requires the physical ability to sit for up to 2 hours at a time while assisting callers; this position is a sedentary position in an office environment
This position requires 100% phone work which includes wearing a headset while simultaneously using a phone and computer
This position requires the ability to work in stressful situations
Adhere to strict attendance and limited break policy
Embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork & family atmosphere, quality, respect, transparency, and innovation

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, Typing & Reading Skills Assessment Required

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, Customer Service, Organizational Skills, Time Management, Deadline Driven, Team Player, Dependable, Communication Skills, Client Relation Skills

Pearl Interactive Network, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, veteran status, disability status, genetics, or sexual orientation, and gender identity.

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