Customer Service Administrator

The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The CSR takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues... complaints, etc.
The working hours for this position are Tuesday-Friday, 8:30am-5pm EST and Saturday, 8:45am-5:15pm EST.
PRIMARY RESPONSIBILITIES
• Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least two communication channels.
• Identify customer needs and expectations
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
• Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.
• Maintain quality service by following established policies and procedures
• Ensure proper security procedures are followed on all customer interactions
• Other duties as assigned
REQUIRED KNOWLEDGE AND EXPERIENCE
• Formal education or equivalent experience
• Bachelor’s degree is preferred
• Minimum 18 months of customer service experience
• Experience with a call center management phone system
• Knowledge of organization’s products, services, and business operations
• Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
• Demonstrate excellent time management, organizational, and problem-solving skills
• Excellent oral and written communication skills. Spanish language skills are a plus but not required.
• Strong attention to detail and good listening skills
• Experience with LiveChat a plus
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:
The full-time pay rate for this position is $17.20 per hour.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 16293

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