Customer Service Operations Support Administrator

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Customer Relations Program Coordinator to join our successful team in Bloomington West, Minnesota.

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). At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards and a competitive benefits package. When you join us as Customer Relations Program Coordinator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey. 

This is a truly exciting vacancy as you’ll be responsible for taking on many different types of interest from internal stakeholders relating to customers’ experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer. 

This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you’ll have the opportunity to feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our Clients and help in some of our exciting projects! 

In this role you will work 5 days per week. So if you love delivering exceptional customer service and collaborating with professional co-workers, we would love to receive your application today!

Our Successful Candidate

This is a career-changing opportunity therefore we are looking for a passionate team-player with exceptional customer service skills. You should have excellent attention to detail and take pride in your professional communication ability, both verbal and written. You should have the curiosity and ability to investigate and seek out answers to questions over multiple technological platforms.

• We require a high school diploma or equivalent level qualifications as a minimum. 
• Bachelor's Degree, or equivalent work experience is preferred.
• Experience training, teaching, or coaching is desired. 
• Time management skills and the ability to prioritize and multitask is necessary.

PRIMARY RESPONSIBILITIES 

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 

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