Job Description
Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Senior Candidate Relations Coordinator to join our team based in Bloomington, MN.
Pearson VUE is a business of Pearson, the world’s leading learning company with global reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
The Senior Candidate Relations Coordinator is responsible for ensuring the operational continuity of client testing programs. The incumbent deals with any ambiguity and incidents around the clients’ tests and acts as an escalation point for candidate issues and problems. The Sr. Candidate Relations Coordinator also takes responsibility for providing accurate client information to call center agents and for providing program information to clients periodically.
Regular full-time position working 40 hours per week
Pay rate is $22.00 per hour
PRIMARY RESPONSIBILITIES
Program and Client Service
- Follow through with incidents, reports, and projects
- Receive and respond to client queries
- Ensure candidate results are sent to clients in accordance with KPIs
- 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
Education and Experience:
- Minimum High School Diploma or Equivalent
- Bachelor’s Degree preferred or equivalent work experience
- Experience training, teaching, or coaching
- 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 skills
- Strong organization skills
- Interpersonal savvy and ability to influence and relate to others
- Time management skills
- 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
- Ability to set and meet goals
Other (license/certification):
- One year or more experience working as a Pearson VUE Program Coordinator
- Knowledge of Pearson VUE Regulatory and Professional clients is preferred
- Working knowledge of Registration Manager, VSS, and Service Direct
- Ability to manage internal knowledge management sites
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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