Customer Service Operations Support Administrator
Company: Pearson
Location: Sandy
Posted on: January 27, 2023
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Job Description:
This position is associated with our American Fork, UT office.
The ideal candidate would be located within the geographic area and
able to come into the office as needed.
Pearson VUE (pearsonvue.com) has been a pioneer in the
computer-based testing industry for decades, delivering more than
15 million certification and licensure exams annually in every
industry from academia and admissions to IT and healthcare. We are
the global leader in developing and delivering high-stakes exams
via the world's most comprehensive network of nearly 20,000 test
centers in 180 countries. Our leadership in the assessment industry
is a result of our collaborative partnerships with a broad range of
clients, from leading technology firms to government and regulatory
agencies. Pearson VUE is regularly featured on the Forbes list of
Best Employers and we are recognized in the Best Employers. We are
proud to offer an exceptional environment to develop your
professional career and we are now hiring for a Candidate Support
Representative to join our successful team in American Fork.
Pearson VUE is a business of Pearson, the world's leading learning
company with global-reach and market-leading businesses. Pearson is
listed on both the London and New York stock exchanges (UK: PSON;
NYSE: PSO).
Your Opportunity
Candidate Service
* Based in American Fork, Utah
* Regular full-time position working 40 hours per week
* Pay rate is $16.00 per hour, paid to you every 2 weeks
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.
This is a fantastic opportunity for you to gain experience working
with our diverse internal professional teams and corporate
functions and you'll have the opportunity to feedback, suggesting
ways we can improve to avoid any customer issues from happening
again. You may even have the chance to work with some of our
Clients and help in some of our exciting projects!
In this role you will work 5 days per week. So if you love
delivering exceptional customer service and collaborating with
professional co-workers, we would love to receive your application
today!
Our Successful Candidate
This is a career-changing opportunity therefore we are looking for
a passionate team-player with exceptional customer service skills.
You should have excellent attention to detail and take pride in
your professional communication ability, both verbal and written.
You should have the curiosity and ability to investigate and seek
out answers to questions over multiple technological platforms.
* We require a high school diploma or equivalent level
qualifications as a minimum.
* Bachelor's Degree, or equivalent work experience is
preferred.
* Experience training, teaching, or coaching is desired.
* Time management skills and the ability to prioritize and
multitask is necessary.
Take your career to a new level - we have many interesting and
dynamic projects to look forward to in 2022 therefore now is the
ideal time to join us for a highly rewarding and truly global
career at Pearson VUE.
Our Recruitment Process
We are reviewing applications regularly and interviews are being
scheduled now, therefore we encourage you to submit your
application as soon as possible. Wishing you success with your
application!
Please let us know if you need anything else.
The Candidate Relations Coordinator is responsible for providing
excellent customer service and promoting Client programs by
answering queries from Clients, candidates, internal personnel and
Testing Site Administrators in a high quality and professional
manner. The Candidate Relations Coordinator also assists the Sr.
Candidate Relations Coordinator with the operational aspects of
client testing programs and takes responsibility of providing
employee feedback and handling escalated service-related
issues.
SCOPE AND IMPACT OF JOB
Working closely with candidates and call center agents, the
Candidate Relations Coordinator acts as an escalation point to
provide---high-quality customer service in the Customer Service
Center. The Candidate Relations Coordinator also ensures smooth
delivery of client programs including contact with the Clients.
PRIMARY RESPONSIBILITIES
Program and Client Service
* Follow through with incidents, reports, and projects
* Receive and respond to client ---queries
* Ensure candidate results are sent to clients in accordance with
KPIs
* Act as an escalation point for service related issues
* Promote client programs and products
* Identify opportunities for improvement and efficiencies.
Call Center Support
* Respond to and resolve customer queries
* Input accurate customer information into the database
* Provide performance feedback as required
Education and Experience:
* Minimum High School Diploma or Equivalent
* Bachelor's Degree preferred or equivalent work experience
* Experience training, teaching, or coaching
* 3+ years customer service experience preferred
Skills, Knowledge, and Abilities:
* Excellent oral and written communication skills
* Familiar with various training tools and models; understanding of
learning styles preferred
* Proficiency in Microsoft Office Suite (Access, Excel, Word,
etc.)
* Effective problem-solving skills
* Conflict management skills
* Strong organization skills
Learning is the most powerful force for change in the world. More
than 20,000 Pearson employees deliver our products and services in
nearly 200 countries, all working towards a common purpose - to
help everyone achieve their potential through learning. We do that
by providing high quality, digital content and learning
experiences, as well as assessments and qualifications that help
people build their skills and grow with the world around them. We
are the world's leading learning company. Learn more at
pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people.
We are committed to being an anti-racist---company in everything we
do. We value the power of an inclusive culture and 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 a sustainable
environment and workplace where talent can learn, grow, and
thrive.
To learn more about Pearson's commitment to a diverse and inclusive
workforce, please click here:---
http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and
a member of E-Verify. We are committed to building a team that
represents a variety of backgrounds, perspectives, and skills. The
more inclusive we are, the better our work will be. All employment
is decided 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.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Req ID: 9290
Keywords: Pearson, Sandy , Customer Service Operations Support Administrator, Other , Sandy, Utah
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