Advanced Associate, Customer Service – Program Lead

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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

• Act as a liaison with assigned Program teams and other departments, bringing information into the Customer Contact Center and communicating program updates to CCC staff • Monitor Customer Contact Center activity associated with assigned programs and identify issues, trends, or service impacts requiring follow-up • Manage escalations and escalated callbacks according to established procedures • Manage Tier 2 technical support needs by researching and resolving issues using available systems, resources, published materials, and websites • Manage callbacks and cases according to service level agreements and document them in CRM or case management systems • Maintain and update documentation and knowledge articles for Customer Contact Center staff • Inform CCC staff of program changes, updates, and process revisions • Collect and analyze information, report trends, share findings with internal stakeholders, and support solutioning • Follow security procedures when handling candidate, client, or customer information • Collaborate with managers, Program teams, Operations, and Customer Contact Center staff to resolve program-specific issues • Deliver accurate, professional customer service through phone, email, live chat, callbacks, and case interactions • Research, analyze, interpret, and document candidate interactions, program issues, and escalation outcomes

🎯 Requirements

• Minimum High School Diploma or equivalent • Previous customer service experience; 3+ years preferred • Previous experience in a call center environment preferred • Basic technical troubleshooting experience preferred • Excellent written and verbal communication skills in English • Proficient with Microsoft Office products, including Word and Excel • Comfortable using standard business, CRM, and case management systems • Strong organizational, time management, multitasking, analytical, follow-through, and problem-solving skills • Strong attention to detail and ability to maintain accurate documentation • Conflict management skills and ability to communicate diplomatically • Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during specific business-demand periods • All overtime must be approved in advance • Reliable internet connection • 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 for an annual bonus • Ongoing training and development