Bilingual Spanish Associate Customer Service Representative
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 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 VUE offers a great environment to start or grow your career, we are now hiring for a full time, Bilingual Spanish Customer Service Representative to join our team based in Bloomington, MN. Pay is $13.50/hr 10% Bilingual premium.
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.
The Associate Customer Service Representative is responsible for providing exceptional Customer Service to Pearson VUE clients, candidates, and Test Administrators through efficient, accurate, and engaging interactions in a high volume inbound contact center environment.
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.
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
- Note - (must be able to work a 8:30 AM - 5:00 PM training schedule for the first two weeks)
Education and Experience:
High school diploma or equivalent required
Six months customer service experience required
One year call center experience preferred
Fluent in Spanish
Skills, Knowledge and Abilities:
Excellent oral and written communication skills
Active listening skills
Capable of applying sound judgment and critical thinking
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