Job Description
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
The Customer Service Representative is responsible for processing high volumes of transactions for State Regulatory Agency Licensing and Certification Programs and for providing general operational and clerical support. The Customer Service Operations Support Administrator executes the application process in accordance with the business rules established by the respective state/regulatory agency or department. This includes application processing that may include license issuance, ensuring educational requirements are met, scheduling exams, scoring exams and guiding/assisting candidates and licensees via written and oral communication.
The Customer Service Representative works as the initial contact and information source for candidates and producers and provides customer service to external stakeholders and operational and clerical support to the staff and leadership team.
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, and New York City laws, the pay range for this position is as follows:
Minimum full-time salary range is between $18.00 – $20.00 per hour
This position is not bonus eligible, and information on benefits offered is here.
Qualifications
REQUIRED KNOWLEDGE AND EXPERIENCE
Education and Experience:
- High school diploma or equivalent required.
- One (1) year of experience in a high-volume processing environment and one (1) year of customer service experience preferred
- Strong data entry experience and working knowledge of Microsoft Office
Skills, Knowledge and Abilities:
- Excellent communication skills – both oral and written
- Strong customer service skills
- Problem solving skills
- Interpersonal skills
- Great attention to detail
- Strong organization skills
- Ability to work within a team
- Good multi-tasking skills
- Ability to handle escalations or urgent items as assigned
- Capability to independently identify issues and produce resolution
- Effective time management skills to ensure assignments are completed and properly documented
- Interpersonal savvy and ability to influence and relate to others
Other (license/certification):
Participate in required employee trainings: Data Protection and Privacy for Pearson VUE; Preventing Sexual Harassment; and Pearson Code of Business Conduct
Schedule Requirements:
Our ideal candidate demonstrates teamwork, with the availability to work an assigned eight (8) work hour shift plus a 30 minute or one (1) hour unpaid lunch break between the hours of 8:00AM and 5:00PM Monday – Friday. Candidate must be open to flexible scheduling. Schedule changes, when necessary, will be communicated no less than two weeks in advance. This is a Hybrid position that allows for scheduled required “In Office” days and scheduled “work from home” days.
- Location: 3131 South Vaughn Way, Suite 205 Aurora CO
- Work Schedule: 3 days in the office, 2 days WFH weekly
- Onboarding and training will be in office
- Interview will be Onsite
PRIMARY RESPONSIBILITIES
60% Application Analysis/Processing
- Analyzes application information and documentation for licensure/certification to ensure compliance with business rules set forth by the regulatory agency
- Requires thorough knowledge of the business rules for a multitude of services and license types, including but not limited to:
- Insurance Programs: individual and agency continuation, individual and agency new license application processing, miscellaneous requests, appointment processing and application certification.
35% Customer Service
- First point of contact for applicant/candidate/producer/agent information
- Provides accurate and thorough information to the customer base through both verbal and written communication
- Must retain an in-depth knowledge of business rules set forth by the respective state/regulatory agency to accurately guide candidates, applicants and licensees
5% Other duties as assigned
- Includes miscellaneous operational duties and clerical support
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.
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