Pearl Interactive Network, LLC

Customer Support

• 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.

Beneficiary Support Specialist

Call Center Representative

• Serve as a direct point of contact for individuals registering for disaster assistance.
• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Escalate dissatisfied callers to proper channels.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.

Bilingual Contact Center Agent, Spanish/English

Bilingual

• Respond to inquiries from the public regarding licensing procedures, application requirements, and complaint filing processes.
• Provide accurate guidance on navigating online forms and documentation requirements.
• Research and resolve consumer issues by referencing FCC policies, procedures, and knowledge base resources.
• Document all customer interactions in accordance with FCC and contract requirements, ensuring accurate and complete records.
• Escalate unresolved issues to higher-level specialists or government staff as required.
• Other duties as assigned.

Bilingual Information Specialist – English/Spanish

Administrative Assistant

• Provide comprehensive administrative support to the CEO, including scheduling, travel coordination, and meeting preparation.
• Anticipate the needs of the CEO, proactively managing calendars, tasks, and priorities to optimize executive productivity.
• Act as a key liaison between the CEO and internal/external stakeholders, maintaining a professional presence on behalf of Pearl.
• Draft, edit, and proofread correspondence, reports, and presentations with precision and clarity.
• Serve as a point of contact for high-level communications, responding to inquiries and managing information flow with discretion.
• Works with confidential and time-sensitive material using discretion as needed.
• Assist in preparing and organizing materials for meetings, including agendas, briefing documents, and follow-up actions.
• Provide on-demand notary services for company documents as required, ensuring compliance with relevant regulations, and maintaining confidentiality.
• Identify bottlenecks and suggest process improvements to enhance productivity and executive capacity.
• Develop and maintain systems to track priorities, metrics, and progress on CEO and company initiatives, driving accountability and follow-through.

Executive Administrative Assistant

• Provide exceptional support to members during the open enrollment period
• Ensure accurate information is provided about dental insurance plans
• Handle a high volume of inbound calls

Beneficiary Support Specialist

Bilingual Contact Center Agent, Spanish/English

Bilingual Information Specialist – English/Spanish

Executive Administrative Assistant

Customer Service Representative