Advanced Associate, Customer Service – Floor Coach

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Pearson VUE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1994

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pearson VUE is a global leader in computer-based testing, providing a wide range of credentialing and certification exams for various industries. They support test-takers and test owners by offering resources, scheduling options, and accommodations to ensure equitable access to testing. Their mission is to empower candidates and enrich communities through the delivery of high-stakes exams that validate professional skills and knowledge, contributing to career advancement and industry standards.

📋 Description

• Serve as the primary escalation contact for inbound customer inquiries across Evaluation Systems' programs, products, and services • Analyze customer issues and perform appropriate actions to reach resolutions using internal processes and critical thinking • Track and document support tasks and customer issues in the established CRM system • Find customer solutions while adhering to client policies and internal procedures • Follow security procedures when handling customer or candidate information • Collect relevant information, identify trends, and share findings with internal stakeholders • Assist team members by researching issues, providing real-time guidance, and supporting staff during candidate calls • Collaborate with team members to reduce unnecessary escalations and resolve issues quickly and accurately • Collaborate with Managers and Program Leads to share trends, resolve program-specific issues, and support consistent service delivery • Respond to high-volume inbound calls and emails from educator preparation programs, agent support staff, examinees, and others regarding teacher certification programs • Adapt communication style to test takers' needs and deliver service exceeding customer expectations • Use active listening, clarifying and probing questions, supportive directions, and empathetic reassurance • Research, analyze, interpret, and document candidate interactions • Work independently on related Customer Contact Center projects and program activities • Perform other duties as assigned

🎯 Requirements

• Minimum high school diploma or equivalent • Previous customer service experience; 3+ years preferred • Previous call center experience preferred • Basic technical troubleshooting experience preferred • Proficiency in standard technology, including PC operations and web browsing/navigation • Proficiency with Microsoft 365 OneDrive, Word, Excel, and related applications • Conflict management skills • Excellent time management, organizational, and problem-solving skills • 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 • Willingness and ability to work assigned shifts • Reliable internet required for work from home • Smartphone required for Multifactor Authentication (MFA) • 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 annual bonus • Ongoing training and development of skills • Focus on soft skills and cross-departmental functions