[Hiring] Advanced Associate, Customer Service @Pearson

Role Description

As a Customer Relations Program Coordinator, you’ll be responsible for:

• Taking on various inquiries from internal stakeholders related to customer experiences during assessments/exams.
• Understanding customer inquiries through the Customer Service team, telephone calls, and emails.
• Collaborating with varied departments to investigate customer issues.
• Using Customer Relations skills to take ownership of inquiries and deliver positive outcomes.

Qualifications

• Passionate team player with exceptional customer service skills.
• Excellent attention to detail and professional communication ability (verbal and written).
• Curiosity and ability to investigate and seek answers across multiple technological platforms.
• Passion for customer service and joy in helping others succeed.
• Patient, positive, compassionate, and friendly demeanor.
• Ability to thrive working with a team and technology.
• Eagerness to learn and adapt to changing business needs.
• Proficient in standard technology including Windows, Microsoft 360 OneDrive, Excel, and Word.
• Conflict management skills and sees feedback as an opportunity for growth.
• Strong time management skills and ability to adapt quickly to changes.
• Ability to deal with ambiguity and overcome objections.
• Strong attention to detail.
• Willingness to work assigned shifts; flexible work arrangements may be limited during peak times.

Requirements

• Serve as the Level 2 escalation point for complex customer and service-related issues.
• Demonstrate the application of concepts and guidelines.
• Act as a trusted escalation resource for service delivery challenges.
• Accurately capture and maintain customer and case information within internal databases.
• Serve as a point of contact for Program Managers and clients for complex issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own, work, and follow through on Service Direct Cases, reports, and assigned projects.
• Use an internal case management system to complete tasks and find best solutions for candidates.
• Deliver first-class customer service.
• Provide clear and concise directions to clients and call center representatives.
• Anticipate candidate needs and resolve issues impacting service quality.
• Use active listening to understand candidate concerns and provide empathetic reassurance.
• Research, analyze, interpret, and document information effectively.
• Exhibit a positive can-do attitude and commitment to supporting candidates and clients.

Benefits

• Exciting career development opportunities.
• Incentives and rewards.
• Competitive benefits package.