Pearson Customer Service Representative, temporary in Iowa City, Iowa

Customer Service Representative, temporary


At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to be better. By pushing the boundaries of technology — and pushing each other to surpass those boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.


The Customer Service Representative will provide exceptional inbound and outbound general and technical support to internal employees in our Scoring Services group during our Spring peak season. Customer Service Representatives are responsible for demonstrating a friendly and helpful attitude, encouragement and positive reinforcement, attentiveness through undivided attention, promptness, efficiency, and resolving issues on the first contact.


  • Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat.

  • Responsible for diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service focused manner via phone, email or chat using documented solutions.

  • Responsible for calling remote employees in an efficient, courteous, and supportive manner.

  • Serve as an escalation point as needed to the appropriate department for resolution.

  • Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.

  • Provide complete documentation of issues handled.

  • Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.

  • Perform other related duties as assigned.

Schedule: Monday-Friday ​hours will cover operating hours of 2pm-11pm.


  • May be required to work a rotating shift schedule and weekends. ​Hours ​subject ​to ​change ​during ​peak ​season; ​must ​have ​a flexible ​schedule ​to ​adapt ​to ​business ​needs ​when ​they ​occur. ​This ​may ​include extended ​weekday ​hours ​and ​occasional ​weekends._

Working condition: Office Environment; must be able to sit for long periods of time.


Education, Skills and Knowledge:

  • High School Diploma or equivalent required.

  • Must possess excellent customer service skills.

  • Call center experience is preferred.

  • A very friendly and helpful attitude and the ability to manage simultaneous tasks.

  • Ability to work as a member of a team is required.

  • Must have excellent verbal and written communication skills.

  • Excellent attendance is required.

  • Experience working with a PC and a Windows environment is required.

  • Experience working with a Mac is preferred, but not required.

This is a 3 month temporary assignment, non-benefits eligible. Full time working hours are required and shift differential will be compensated for second shift schedules. This position requires on-site attendance and consequently only local candidates will be considered.

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.

Primary Location: US-IA-Iowa City

Work Locations: US-IA-Iowa City-2510 North Dodge 2510 North Dodge Street Iowa City 52245

Job: Customer Service

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Shift: Evening Job

Job Posting: Feb 12, 2018

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1802204