Customer Service Operations Support Administrator

**About Pearson**:
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 reexamining 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.

**About the Position**:
**Scope and Impact of Job**:
**Key Responsibilities**:
**Program and Client Service**
- Follow through with incidents, reports, and projects
- Receive and respond to client queries
- Act as an escalation point for service related issues
- Promote client programs and products
- Identify opportunities for improvement and efficiencies.

**Call Center Support**
- Respond and resolve customer queries
- Input accurate customer information into the database
- Provide performance feedback as required.

**About You**:
**Education and Experience**:

- Minimum High School Diploma or Equivalent
- Bachelor’s Degree preferred or equivalent work experience
- Experience training, teaching, or coaching
- 2-3 years customer service experience preferred

**Skills, Knowledge, and Abilities**:

- Excellent oral and written communication skills
- Familiar with various training tools and models; understanding of learning styles preferred
- Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)
- Effective problem-solving skills
- Conflict management and Time management skills
- Strong organization skills
- Interpersonal savvy and ability to influence and relate to others.
- Ability to deal with ambiguity and overcome objections
- Quickly and effectively adapt to changes
- Must be patient, positive, and professional
- Strong customer service skills
- Coaching skills preferred
- Strong attention to detail and ability to set and meet goals

**Other (license/certification)**:
Knowledge of Pearson VUE Regulatory, IT and Professional clients is preferred

Working knowledge of Registration Manager, VSS, and Service Direct

Ability to manage internal knowledge management sites

**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.

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**: Hybrid

**Req ID