Job Description
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 re-examining 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.
This position is a remote work from home position. This role is responsible for providing dedicated customer service support to our Channel Partners as well as our sourcing partner handling escalations. The ideal candidate can deliver services and information in a professional and efficient manner utilizing multiple computer platforms and applications. Applicants should have vast knowledge of Higher ed customer service policies and procedures. Successful representatives are able to perform assigned duties in pressure -filled environment with appropriate prioritization in a high volume, incoming issue environment. Incumbents are monitored on a random basis by members of the management team to ensure the highest quality of service to our customers. Strong time management skills, resourcefulness, and excellent communication skills are keys to success in this role as the issues that come in are highly complex and involve working with executives.
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 starting salary is $50,000.
This position is eligible to participate in an annual incentive program, and information on benefits offered is here.
Primary Responsibilities:
Handle all incoming inquiries, claims and orders within established procedures & performance standards for the higher education Sales Team. Standards are established for accuracy, turnaround times, and professionalism. – Manage sales team information needs (availability, shipping status/information, etc.) – Effectively take control and manage escalated/challenging situations to ensure a positive customer experience – Assist with special projects as they are assigned. Support our outsource partner with answering questions, refresher training, etc when needed.
Qualifications
– Experience in efficiently resolving customer service inquiries (order processing, order status, claims, returns, etc.)
– Experience working in an ERP (enterprise resource planning) system used to support customer service inquiries, Oracle ERP experience a must
– Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must
– Demonstrated excellent written and verbal communication skills – Ability to think creatively, adapt to circumstances, and learn from co-workers, and share information and experiences
– Proven ability to deliver excellent CS skills via CSAT survey comments and feedback from the sales team
-Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving
– Proven excellent organizational and time management skills with the ability to meet multiple deadlines –
– Ability to learn and actively seek new skills, and keep pace with emerging technologies – Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision – Ability to work collaboratively with cross-functional/ cross-company teams – Be flexible to schedule changes or additional coverage, particularly during peak periods. – Reliable attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
– This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
– Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment is important
– Must be able to exercise good judgment
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.
About Us
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 also 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 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 creating a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided 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.
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 ppsmhr@pearson.com.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: http://www.pearson.com/careers/diversity-and-inclusion.html.
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.