Customer Service Agent, Channel Quality

4 weeks ago

Minneapolis, United States Pearson Education Services Full time
Job Description

Customer Service Agent, Channel Quality

Minneapolis, MN, USA

Permanent

Hybrid Work Schedule

This position requires residency in the Minneapolis/St. Paul, MN area. The role offers the flexibility to work primarily from home, Monday through Friday, on a regular day-shift schedule.

The Customer Service Agent, Channel Quality is responsible for providing customer service support to Pearson VUE's test centres in the Americas region through account maintenance, quality management, developing and maintaining effective relationships in order to influence a positive exam delivery, quality, security, and customer satisfaction, and compliance monitoring and training.

Working closely with various teams like the Program Coordinators, Channel Care, Channel Sales, and Test Centre Personnel. The Channel Quality Specialist works assigned channel quality tasks to ensure satisfactory internal and external customer service.

Duties include;

Case Management
  • Log in to the phone system to receive calls during scheduled department hours.
  • Respond to incoming inquiries from test centres and regional managers via phone, cases, and e-mail in a timely, professional, and efficient manner.
  • Monitor unassigned voicemails, cases and e-mails coming into the shared mailboxes and respond or re-assign accordingly.
  • Ensure a case is created, correctly assigned, prioritized, and updated for every test centre or candidate issue brought to the department's attention (including those not assigned directly to you)
  • Follow up on assigned cases through to resolution, ensuring complete and accurate documentation of issues, escalations, decisions, and outcomes.
  • Exercise judgment in prioritizing and reclassifying cases and tasks, to ensure more important issues are addressed ahead of less time-sensitive cases/tasks.
  • Document and follow up on complaints registered against test centres.
  • Promptly escalate security incidents and other critical issues
Audit
  • Proactively monitor test centre compliance with policy, procedure, and performance requirements
  • Audit test centre log sheets and other records to ensure operational compliance.
  • Review test centre report cards, integrity shopper reports, and other reports to identify areas requiring improvement, re-training, or corrective action.
Corrective Action
  • Work with test centres that are performing below standards to implement corrective action plans.
  • Participate in test administrator training initiatives.
  • Handle the suspension and closure of PVTCs as directed.
Operations
  • Maintain a comprehensive understanding of test centre policies and procedures and exam sponsor requirements for test delivery.
  • Meet departmental key performance indicators (KPIs)
What we expect

Education and Experience:
  • Previous experience in customer service and support
  • Experience in Microsoft products (Teams, Outlook, OneDrive, Calendar, Word, and excel).
  • Experience with Pearson VUE test registration, site management and reporting software preferred.
Skills, Knowledge and Abilities:
  • Fluent in English
  • Excellent communication skills both directly and remotely
  • Customer focus required.
  • Relationship management skills
  • Detail oriented
  • Effective multi-tasking skills through priority setting
  • Sense of quality control and improvement


What Pearson can offer you:

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time hourly rate for this role is $22.00 - $24.00.

This position is not bonus eligible, and information on benefits offered is here.

#LI-Post #LI-Hybrid

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