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Scoring Services Accountability Representative, Temporary
Pearson
Iowa City, IA, United States
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Description
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.
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.
Overall Functions and Responsibilities
• This position will be primarily first shift, but there is a possibility for work outside of that time.
• Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone or email.
• 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.
• Perform other related duties as assigned.
Working Conditions
● Office environment.
NOTE: Hours may vary or change, depending upon needs of business.
Qualifications
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.
• Must be comfortable using spreadsheets (both Excel and Google) and familiar with their basic functionality.
• Excellent attendance is required.
• Experience working with a PC and a Windows environment is required.
Basic Purpose and Objectives
Looks at real time statistics and identifies remote employees who are underperforming based on the requirements of the various Projects. Makes outreach calls to employees, reviewing their individual adherence to Pearson policies and explaining expectations as necessary.
Organizational Relationships
Reports to and direction received from:
Scoring Support Lead (Primary)
Scoring Support Manager (Secondary)