Customer Service Administrator

Pearson is looking for a dedicated Customer Service Administrator to join our Customer Contact Center. In this role, you'll be responsible for responding to a high volume of inquiries regarding our products and services, primarily focusing on inbound calls, LiveChat, and emails from examinees and others about teacher certification programs, website issues, complaints, and more. You'll follow standard scripts, policies, and procedures to ensure prompt and accurate support.

Primary Responsibilities

• Be trained in and proficient in responding to inquiries across many programs (at a minimum, 10 programs and at least two communication channels).
• Identify customer needs and expectations to provide tailored support.
• Promptly and accurately address customer inquiries using various systems and resources (computer systems, published materials, and websites).
• Serve as the primary contact for inbound customer issues.
• Escalate more technical, product-related issues to the proper Product Support department.
• Track and document inbound support requests using our established Customer Relationship Management (CRM) system, ensuring proper notation of customer problems or issues.
• Update customer information and ensure accurate entry of contact information.

Required Knowledge and Experience

• Formal Education or Equivalent Experience: High School diploma, or equivalent.
• Customer Service Experience: 18 months to 3 years of customer service experience.
• Experience with a call center management phone system.

Skills / Knowledge / Abilities

• Knowledge of organization products, services, and business operations.
• Proficient in MS Office (Word and Excel), PC operations, web Browse, and web navigation.
• Demonstrate excellent time management, organizational, and problem-solving skills.
• Excellent oral and written communication skills.
• Spanish language skills are a plus but not required.
• Strong attention to detail and good listening skills.
• Experience with LiveChat is a plus.