Information Specialist II

Pearl Interactive Network is seeking On-site Information Specialists II for a Call Center in Gettysburg, PA. 

The Information Specialist II responds to inquiries from the public regarding licensing procedures, application requirements, and complaint filing processes. 

Pearl offers a Competitive Compensation and Benefits package to include:

• 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 - 6 pm EST, Monday - Friday

Locations: Gettysburg, PA

Essential Duties and Responsibilities:

• 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 escalated or complex consumer issues by referencing policies, procedures, and knowledge base resources.
• Document all customer interactions in accordance with and contract requirements, ensuring accurate and complete records.
• Support quality assurance and training activities by identifying common issues and recommending improvements to scripts, FAQs, and knowledge articles.
• Escalate unresolved issues to higher-level specialists or government staff as required.
• Provide Tier 2 technical assistance to customers.
• Troubleshoot login issues for customers.
• Provide customers with support navigating forms.
• Other duties as assigned. 

Education and/or Work Experience Requirements:

• High School Diploma or equivalent
• Minimum 3-5 years experience in a call center, customer service, or government information support role.

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 Screen and Skills Assessments May Be 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.