Advanced Associate, Customer Service

At Pearson, our purpose is to help people realize the life they imagine through learning. We're a place where talented people with different viewpoints can have their voices valued and heard and we're intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers

At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards and a competitive benefits package. When you join us as Customer Relations Program Coordinator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.

This is a truly exciting vacancy as you'll be responsible for taking on many different types of interest from internal stakeholders relating to customers' experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened.

You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer.

• Title: Advanced Associate, Customer Service
• Location: We are a global company and department, with team members are based in Bloomington, Minnesota and Noida, India.
• Hours: You will be working a regular full-time position - working a 40-hour US shift (10:30 AM CST- 7:00 PM CST )each week.
• New Hire Training: During your first few weeks of onboarding, you'll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you'll use throughout your career with Pearson.

• Passion for customer service and find joy in helping others succeed.
• Has a patient, positive, compassionate, and friendly demeanor.
• Thrive working with a team and technology.
• Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.
• Proficient standard technology including Windows, Microsoft 360 One Drive, Excel, Word, and other related applications.
• Conflict management skills; diplomatic and sees feedback as an opportunity for growth.
• Time management skills; can quickly and effectively adapt to changes.
• Ability to deal with ambiguity and overcome objections.
• Strong attention to detail.
• 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.

• Serve as the Level 2 escalation point for complex customer and service-related issues, ensuring timely and effective resolution.
• Actively demonstrate the application of concepts and guidelines.
• Act as a trusted escalation resource for service delivery challenges, collaborating with internal teams as needed to resolve issues.
• Accurately capture and maintain customer and case information within internal databases and systems.
• Serve as a point of contact for Program Managers and clients for complex and service- related issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion, ensuring accountability and visibility.
• Using an internal case management system to complete tasks and find best solutions for candidates while…