Note: The job is a remote job and is open to candidates in USA. Pearson is a global learning company that provides education, assessment, and teacher licensure testing solutions. The Advanced Associate, Customer Service (Floor Coach) serves as an escalation point for candidates and clients, providing live troubleshooting, post-issue research, CRM documentation, and real-time guidance to contact center staff. The role also delivers empathetic customer service and supports certification testing programs.
Responsibilities
- Serves as primary escalation contact for all inbound customer inquiries. Requires proficiency across all Evaluation Systems' programs, products, and services
- Responds to customer issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills
- Actively demonstrates the application of concepts and guidelines
- Tracks and documents support tasks using an established CRM system and ensures proper notation of customer problems or issues
- Finds best solutions for customers while adhering to and upholding client policies and internal procedures
- Ensures proper security procedures are followed during all customer interactions and when handling candidate or customer information
- Collects essential and relevant information to highlight trends, shares findings with internal stakeholders to drive solutioning
- Follows through on commitments and takes responsibility for results, effectively prioritizing tasks. Identifies and proposes solutions for barriers to leadership
- Assists team members by using system tools to research issues, provide real-time guidance, and support staff who need assistance with candidate calls
- Works with team members to reduce unnecessary escalations and ensure customer issues are resolved quickly, accurately, and in alignment with established procedures
- Collaborates with Managers and Program Leads to share trends, resolve program-specific issues, and support consistent service delivery
- Performs other duties as assigned
- Understands the expectations of a test taker and adapts communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines
- Identifies customer needs and expectations by using active listening, asking clarifying questions, and adapting communication to support each customer interaction
- Illustrates effective verbal and written communication skills. Provides clear and concise directions to live customers while troubleshooting, and/or explaining policies and/or testing procedures
- Promptly and accurately addresses customer inquiries by using approved systems, published materials, websites, internal procedures, and other available resources to research and resolve issues
- Anticipates customer needs; identifies and resolves issues that impact the delivery of quality service
- Uses active listening to understand the customer’s concerns, demonstrates comprehension of the issue by asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations
- Demonstrates abilities to research, analyze, interpret, and document candidate interactions
- Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate
Skills
- Minimum High School Diploma or equivalent
- Passion for customer service and finds joy in helping others succeed
- Patient, positive, compassionate, and friendly demeanor
- Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows
- Proficient in standard technology, including PC operations, web browsing and navigation, Microsoft 365 OneDrive, Word, Excel, and other related applications
- Conflict management skills; diplomatic and sees feedback as an opportunity for growth
- Demonstrates excellent time management, organizational, and problem-solving skills; can quickly and effectively adapt to changes
- Excellent oral and written communication skills in English required
- Ability to deal with ambiguity and overcome objections
- Strong attention to detail and good listening skills
- Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance
- This is a remote position based in the United States
- This is a regular full-time position working a 40-hour shift, five days a week. Customer Contact Center hours of operation are Monday–Friday 7:00 a.m. to 8:00 p.m. and Saturday 8:45 a.m. to 5:15 p.m. Eastern Time
- Previous customer service experience, 3+ years preferred
- Previous experience in a call center environment preferred
- Basic technical troubleshooting experience preferred
- Spanish language skills are a plus but not required
Benefits
- Paid sick time
- 10 observed holidays
- Vacation allotments
- Medical insurance
- Dental insurance
- Life insurance
- Tuition reimbursement
- 401(k) retirement package
- Work from home with Pearson-supplied hardware and support
- Potential for an annual bonus
- Ongoing training and development of skills to support each individual’s success and personal growth within the position, with a focus on soft skills and cross-departmental functions
Company Overview
Company H1B Sponsorship