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Customer Service Administrator- Call Center, Tempo

Reference
1800718
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Austin, TX, 78769, USA
Expiry Date
23/02/2018
Customer Service Administrator- Call Center, Temporary Description This role will provide outstanding customer support to our internal employees in our Scoring Services group during our Spring peak season. This is a temporary role ...

Job Description

Customer Service Administrator- Call Center, Temporary

Description

This role will provide outstanding customer support to our internal employees in our Scoring Services group during our Spring peak season. This is a temporary role at our N. Austin Center at a rate of $12 hourly through June 2018.

Overall Functions and Responsibilities

  • 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 could cover7AM-6PMand 9am and 5pm on Saturday and Sunday.;

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

Qualifications

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 oral 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.

Basic Purpose and Objectives

Providing exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, encouragement and positive reinforcement, attentiveness through undivided attention, promptness, efficiency, and resolving issues on the first contact.

Organizational Relationships

Reports to and direction received from:

PSS Support Lead/Supervisor(s) (Primary)

PSS Manager (Secondary)

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.

Please note this is a temporary, non-benefits eligible role at our North Austin center. Local candidates only.

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-TX-Austin

Work Locations: US-TX-Austin-400 Center Ridge 400 Center Ridge Drive TechRidge Three.2 - Suite 100 Austin 78753

Job: Customer Service

Organization: Assessments School

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Feb 3, 2018

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1800718