This job has expired, please see additional jobs below
Sr. Call Center Administrator
Pearson
San Antonio, TX, United States
Job Details - this job has expired, please see similar jobs below
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 re-examining 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.
This position, initially temporary with full-time opportunity for top performers, is responsible for ensuring customer satisfaction for Pearson customers who contact Customer Service regarding order/information management, as well as claims, returns, and other order-related scenarios. The desired candidate will deliver services and information to customers in a professional and efficient manner utilizing multiple computer platforms and applications. You will be trained to be able to employ a broad knowledge of Pearson Education’s customers, products and business practices. The ideal candidate must be able to perform assigned duties in a pressure-filled environment with appropriate prioritization of a high volume of incoming calls. Incumbents are monitored on a random basis by members of the management team to ensure the highest quality of service to our customers.The successful applicant has strong time management, resourcefulness and excellent communication skills.
Primary Responsibilities:
• Handle all incoming inquiries and orders within established procedures & performance standards for higher education customers. Standards are established for accuracy, turnaround times, and professionalism.
• Manage customer information needs (availability, shipping status/information, etc.)
• Provide customer with pertinent product information and/or company marketing information in order to maximize sales opportunities
• Effectively take control and manage challenging customer situations to ensure a positive customer experience
• Partner with the Customer Satisfaction team to review customer comments for trend analysis, closing the loop with customers who report their issue is still unresolved
• Work closely with the Quality Assurance team and assist with reviewing Vendor Partners customer interactions in order to shape refresher training sessions. Provide QA with trend analysis and details of incidents which need addressing
• Work closely with the training team and serve as SMEs to provide input and review training courses and participate in refresher training sessions
• Ability to Up-sell new products and/or recommendations on change to existing products
• Assist with special projects as they are assigned
Qualifications
• Experience in efficiently resolving customer service inquiries (order processing, order status, claims, returns, etc)
• Experience working in an ERP (enterprise resource planning) system used to support customer service inquiries, Oracle ERP experience a plus
• Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a plus
• Demonstrated excellent written and verbal communication skills
• Ability to think creatively, adapt to circumstances, learn from co-workers, and share information and experiences
• Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines
• Experience with, or ability to, cross-sell and up-sell customers across Pearson products
• Ability to learn and actively seek new skills, and keep pace with emerging technologies
• Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
• Ability to work collaboratively with cross-functional/cross-company teams
• Be flexible to schedule changes or additional coverage, particularly during peak periods.
• Reliable attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important
• Must be PC literate with intermediate word processing skills, 35 wpm required, basic spreadsheet and ability to use various PC utilities and Internet based utilities
• Must be able to exercise good judgment
• Ability to work in a call center environment with strict attention to procedure and structure
• Must be able to work in a moderate noise level environment