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Customer Service Administrator
Pearson
Bala Cynwyd, PA, United States
Job Details - this job has expired, please see similar jobs below
Description
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year.
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).
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
The Customer Service Representative is responsible for providing outstanding customer service, information, explanations, and other assistance as required via incoming calls from Client Candidates. The Customer Service Representative is also responsible for conducting research to provide the appropriate service as required.
Customer Service
• Answer incoming calls on the toll-free line regarding Client certification,
renewal and reciprocity
• Provide high quality service to customers to ensure customer needs are met
• Process literature requests on line
• Make outgoing calls to candidates and/or facilities
Research
• Conduct internal research of situations that affect certification, as discussed
with callers
• Provide results of research to callers via written communication
Mailing
• Complete special mailings as needed
Qualifications
Education and Experience:
• High School diploma or equivalent required; Associate’s or Bachelor’s degree
preferred
• 1-2 years of customer service required
• Prior call center experience preferred
Skills, Knowledge and Abilities:
• Excellent oral and written communication skills
• Active listening skills
• Capable of applying sound judgment and critical thinking
• Multi-tasking abilities
• Strong interpersonal skills and ability to convey concern and empathy
towards customers
• Ability to build and maintain positive working relationships
• Working knowledge of Microsoft Word
• Proficiency navigating multiple computer systems concurrently
• Organizational skills and strong attention to detail
• Competence in efficiently and effectively locating and utilizing resources to
resolve customer issues
• Ability to maintain composure, defuse escalated queries and handle
complaints with tact and diplomacy
• Capacity to learn and adapt in a fast-paced environment
• Ability to demonstrate reliability and responsibility to ensure departmental
needs are consistently met
• Familiarity with Google Email/Google Cloud platforms preferred