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Customer Service Administrator - Remote, Us
Company | Pearson |
Address | Washington, DC, United States |
Employment type | FULL_TIME |
Salary | |
Category | E-Learning Providers,Education Administration Programs |
Expires | 2023-06-03 |
Posted at | 1 year ago |
The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring. We work in a collaborative environment and are passionate about education.
- Maintain quality service by following established policies and procedures
- Identify customer needs and expectations
- Other duties as assigned
- Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
- Ensure proper security procedures are followed on all customer interactions
- Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)
- Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least two communication channels.
- 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.
- High School diploma, or equivalent. Bachelor’s degree is preferred
- Experience with a call center management phone system
- Previous customer service experience, prefer 1 -3 years
- Strong attention to detail and good listening skills
- Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
- Experience with LiveChat a plus
- Excellent oral and written communication skills.
- Knowledge of organization’s products, services, and business operations
- Demonstrate excellent time management, organizational, and problem solving skills
- Work from home, with Pearson supplied hardware and support. (employees are responsible for securing reliable internet)
- Salary: $16.20 per hour
- Paid sick time, 10 observed holidays and vacation allotments
- Medical, Dental, Life insurance, Tuition Reimbursement, and 401K Retirement package
- This position also has the potential for an annual bonus
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