Note: The job is a remote job and is open to candidates in USA. Pearson is a global learning company that provides education, certification testing, and assessment services. The Program Lead supports assigned programs within the Customer Contact Center by managing escalations, Tier 2 technical support, customer callbacks, documentation, cross-functional communication, and trend reporting while delivering high-quality service to candidates and clients.
Responsibilities
- Acts as a liaison with assigned Program teams and other departments, bringing information into the Customer Contact Center and communicating program updates out to CCC staff
- Maintains awareness of Customer Contact Center activity associated with assigned programs and identifies issues, trends, or service impacts that require follow-up
- Manages escalations and escalated callbacks, ensuring candidate and client inquiries are handled accurately, professionally, and according to established procedures
- Manages Tier 2 technical support needs and uses available systems, resources, published materials, and websites to research and resolve issues
- Ensures callbacks and cases are managed according to service level agreements and properly documented in the appropriate CRM or case management system
- Makes up-to-date documentation readily available to CCC staff and keeps knowledge articles maintained and accurately updated
- Informs CCC staff of program changes, updates, process revisions, and other information needed to support consistent service delivery
- Collects and analyzes relevant information to report on trends, share findings with internal stakeholders, and support solutioning
- Ensures proper security procedures are followed during all customer interactions and when handling candidate, client, or customer information
- Collaborates with managers, Program teams, Operations, and Customer Contact Center staff to resolve program-specific issues and support consistent service delivery
- Performs other duties as assigned
- Understands candidate and client expectations and adapts communication style to meet the needs of each interaction while delivering service that exceeds expectations within department guidelines
- Identifies customer needs by using active listening, asking clarifying questions, and adapting communication to support phone, email, live chat, callback, and case interactions as needed
- Uses effective verbal and written communication skills to provide clear, accurate, and concise information when explaining policies, testing procedures, program updates, and case resolutions
- 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 issues that may impact service delivery, and follows through on commitments to support timely and accurate resolution
- Demonstrates the ability to research, analyze, interpret, and document candidate interactions, program issues, and escalation outcomes
- Exhibits a positive, solutions-focused attitude and meets new challenges and changes with an open mind while supporting candidates, clients, and internal stakeholders
Skills
- Minimum High School Diploma or equivalent
- Passion for customer service and helping others succeed
- Patient, positive, compassionate, and professional demeanor
- Strong organizational, time management, and multi-tasking skills
- Effective analytical, follow-through, and problem-solving skills
- Strong attention to detail and ability to maintain accurate documentation
- Excellent written and verbal communication skills in English
- Proficient with Microsoft Office products, including Word and Excel, and comfortable using standard business, CRM, and case management systems
- Eagerness to learn and willingness to adapt as program requirements, business needs, and service demands change
- Conflict management skills and the ability to communicate diplomatically with candidates, clients, and internal stakeholders
- 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
- 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 to support success in program operations, escalation management, documentation, customer service, and cross-departmental collaboration
Company Overview
Company H1B Sponsorship