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Customer Service Operations Support Administrator

2 months ago

Richmond, United States Pearson Full time

Join the Pearson VUE Mindhub Customer Service team where we are dedicated to helping support customers throughout their ordering process. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.

The Customer Service Operations Support Administrator is a support point for our global customers who may experience technical issues or have questions during the ordering process. As a Customer Service Operations Support Administrator, you will focus on both live troubleshooting and post-issue research within the Pearson VUE case management system. 

This is a customer-facing role, where our team members will personally connect with customers to offer support, guidance, and reassurance while walking them through basic troubleshooting steps and ordering assistance. Like every department within Pearson, our work goes beyond just delivering exams, and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our customers, test- takers, and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to customer concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.

Responsibilities:

  • Responding to customer inquiries via chat and email: Answering questions, providing information, and addressing concerns related to their purchases.

  • Escalating to internal departments or external clients as needed based on customer's query

  • Troubleshooting technical issues: Resolving customer problems and escalating complex issues to higher levels of support when needed

  • Providing product or service assistance: Helping customers navigate products or services, train users on how to redeem a voucher/study material, etc.

  • Documenting customer interactions: Recording the nature of inquiries, solutions provided, and any follow-up actions via case notes

  • Communicating professionally: Maintaining a high level of professionalism and customer service etiquette in all interactions

  • Following up with help tickets: Communicating with customers via email to follow up with help tickets

Education and Experience:

  • Minimum High School Diploma or equivalent    

  • Customer service experience preferred

  • Basic technical troubleshooting experience preferred

Key characteristics we are looking for:

  • Passion for customer service and find joy in helping others succeed.

  • Has a patient, positive, compassionate, and friendly demeanor.

  • Thrive working with a team and technology.

  • Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.

  • Proficient standard technology including Windows, Microsoft 360 OneDrive, Excel, Word, and other related applications.

  • Conflict management skills; diplomatic and sees feedback as an opportunity for growth.

  • Time management skills; can quickly and effectively adapt to changes.

  • Ability to deal with ambiguity and overcome objections.

  • Strong attention to detail.

  • Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.

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 Colorado, California, Washington State, New York State, and New York City laws, the pay range for this position is as follows:

The minimum full-time salary range is $18.00 per hour.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

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.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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: 16110

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