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Pearson B3-Senior Customer Service Operations Support Administrator in Bloomington, Minnesota

B3-Senior Customer Service Operations Support Administrator - ( 2108800 )


Pearson VUE ( 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 to ensure 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 to provide accurate client information to call center agents and to provide program information to clients periodically.


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

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.


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

Primary Location : US-MN-Bloomington

Work Locations :

US-MN-Bloomington-5601 Green Valley

5601 Green Valley DriveSuite 220


Job : Customer Service

Organization : Assessments VUE

Employee Status : Regular Employee

Job Type : Standard

Job Level : Entry Level

Travel : No

Job Posting : Jul 20, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2108800