Pearson Customer Service Representative in Bala Cynwyd, Pennsylvania
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.
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
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
Participate in required employee trainings: Data Protection and Privacy for Pearson VUE; Preventing Sexual Harassment; and Pearson Code of Business Conduct
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 6:00AM 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.
The anticipated starting hourly wage for Colorado-based individuals expressing interest in this position is $17.00 - $18.50/Hour. This position is not eligible to participate in an annual incentive program.
Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
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.
Nurse Aide Programs: analysis and processing of all incoming applications, and scheduling of candidate exams
Cosmetology Programs: preparation of test materials, scoring of the skills portion of the exam, grievance processing and site scheduling.
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
Equal Employment Opportunity
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.
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. 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 a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. 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.
Job: CUSTOMER SERVICE
Organization: Assessment & Qualifications
Req ID: 2124