Pearson Associate Customer Service Representative in Bloomington, Minnesota

Associate Customer Service Representative

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 Customer Service Representative to join our team based in Bloomington, MN. Pay is $13.50.

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).

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.

Summary

The Associate Customer Service Representative is responsible for providing Breathtaking Customer Service to Pearson VUE clients, candidates, and Test Administrators through efficient, accurate, and engaging interactions in a high volume inbound contact center environment.

Primary Responsibilities

85% - Inbound Queries – Scheduling, re-scheduling and cancelling exams for candidates as well as responding to and answering their questions and concerns through calls, chats or e-mails

5% - Outbound Calls - Follow up with candidates

5% - Training Assistance – Assist with new hire (side by side) training

5% - Other duties/project assistance as assigned.

SCHEDULE

Must be available to work one of the following schedules:

Monday - Friday, 8:30 AM - 5:00 PM

Monday - Friday, 9:30 AM - 6:00 PM

Monday - Friday, 1:30 PM - 10:00 PM

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  • Note - (must be able to work a 8:30 AM - 5:00 PM training schedule for the first two weeks)

Qualifications

Education and Experience

  • High school diploma or equivalent required

  • Six months customer service experience required

  • One year call center experience preferred

Skills, Knowledge and Abilities

  • Excellent oral and written communication skills

  • Active listening skills

  • Capable of applying sound judgment and critical thinking

  • Multi-tasking abilities

  • Strong interpersonal skills and ability to convey concern for customers

  • Ability to build and maintain positive working relationships

  • Working knowledge of Microsoft Word

  • Proficiency navigating multiple computer systems concurrently

  • Organizational skills and strong attention to detail

  • Competence in efficiently and effectively locating and utilizing resources to resolve customer issues

  • Ability to maintain composure, defuse escalated queries and handle complaints with tact and diplomacy

  • Capacity to learn and adapt in a fast-paced environment

  • Ability to demonstrate reliability and responsibility to ensure departmental needs are consistently met

  • Availability to work evenings and weekends as needed preferred

  • Familiarity with Google Email/Google Cloud platforms preferred

Primary Location: US-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Customer Service

Organization: Professional VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 29, 2016