Advanced Associate, Customer Service

At Pearson VUE, when you join us as Customer Relations Program Coordinator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.

This is a truly exciting vacancy as you'll be responsible for taking on many different types of interest from internal stakeholders relating to customers' experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails, and your role is to understand the enquiry, ask questions, and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer.

Our Successful Candidate:

This is a career-changing opportunity therefore we are looking for a passionate team player with exceptional customer service skills. You should have excellent attention to detail and take pride in your professional communication ability, both verbal and written. You should have the curiosity and ability to investigate and seek out answers to questions over multiple technological platforms.

• 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 365 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.

PRIMARY RESPONSIBILITIES:

• Serve as the Level 2 escalation point for complex customer and service-related issues, ensuring timely and effective resolution.
• Actively demonstrate the application of concepts and guidelines.
• Act as a trusted escalation resource for service delivery challenges, collaborating with internal teams as needed to resolve issues.
• Accurately capture and maintain customer and case information within internal databases and systems.
• Serve as a point of contact for Program Managers and clients for complex and service-related issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion, ensuring accountability and visibility.
• Using an internal case management system to complete tasks and find best solutions for candidates while adhering to and upholding client policies and internal procedures.
• Deliver first-class customer service.
• Effective verbal and written communication skills. Provide clear and concise directions to clients, call center representatives, and testing center administrators, and support live candidates while troubleshooting and/or explaining policies and/or testing procedures.
• Anticipate candidate needs, identify, and resolve issues that impact the delivery of quality service.
• Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.
• Ability to research, analyze, interpret, and document.
• Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate and our clients.

Background Requirements:

Education and Experience:

• We require a high school diploma or equivalent level qualifications as a minimum.
• Bachelor's degree, or equivalent work experience, is preferred.
• 2 years of experience in a similar/related position.
• High levels of customer service skills.