Call Center Assistant

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always reexamining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Education, Skills, and Knowledge :

High School Diploma or equivalent required

Must possess excellent customer service skills.

Call center experience is preferred

A very friendly and helpful attitude and the ability to manage simultaneous tasks

Ability to work as a member of a team is required

Must have excellent oral and written communication skills

Excellent attendance is required

Experience working with a PC and a Windows environment is required

Experience working with a Mac is preferred, but not required

Basic Purpose and Objectives :

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact

Organizational Relationships

Reports to and direction received from :

Scoring Support Shift Supervisors (Primary)

Scoring Support Manager (Secondary)

Overall Functions and Responsibilities :

These positions will include shifts which cover center hours from 7am to 9pm Monday through Friday and 9am and 5pm on Saturday and Sunday

May be required to work a rotating shift schedule and weekends

Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email, or chat

Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions

Responsible for calling remote employees in an efficient, courteous, and supportive manner

Serve as an escalation point as needed to the appropriate department for resolution

Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention

Provide complete documentation of issues handled

Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources

Perform other related duties as assigned

Working Conditions

Office environment

Remote work

Hours may vary or change, depending upon the needs of business

• This will be a remote (work from home) position. Equipment will be provided for this assignment.

Who we are :

At Pearson, our purpose is simple : to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more : We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job : CUSTOMER SERVICE

Organization : Assessment & Qualifications

Schedule : FULL_TIME

Workplace Type : Remote

Req ID : 18094

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