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CUSTOMER SERVICE REPRESENTATIVE

Reference
1808122
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Chandler, AZ, 85286, USA
Expiry Date
22/07/2018
CUSTOMER SERVICE REPRESENTATIVE Description 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 l...

Job Description

CUSTOMER SERVICE REPRESENTATIVE

Description

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 reexamining 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 always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Come check us out. What big idea will you help us launch?

http://www.youtube.com/watch?v=MkyK4aaYzpc

Pearson is constantly looking to add to our AMAZING team! We have an exciting opportunity for a highly organized, detail-motivated, and resourceful Customer Service Representative based in Chandler, AZ or Indianapolis, IN. As a customer driven professional you will actively engage with internal and external customers to support and meet their business needs.

The ideal candidate will serve as a resource for our customers' inquiries, questions, and various order needs, ensuring customer satisfaction is met for all aspects of the customer relationship. You will deliver services and information to customers in a professional, accurate and timely manner via a variety of communication channels while utilizing multiple computer applications.

Here is what you will get to do, and the impact you will have:

  • Manage all customer contacts within established procedures and performance standards
  • Formally respond to customer contacts and inquiries via multiple channels such as phone, email or online chat
  • Process customer orders and generate quotes according to established procedures
  • Manage customer information needs and proactively provide information to appropriate internal departments when information is not available, incorrect or outside established norms
  • Conducts problem/account management activities such as but not limited to researching problems, initiating corrective billing, resolving shipping/fulfillment problems, managing back order lists
  • Maintain detailed knowledge of the products, policies, and marketing strategies of the supported business unit
  • Identify process improvement opportunities and make recommendation to the supervisor or manager
  • Meet individual quality service goals while appropriately prioritizing workload to meet individual targets and set standards

Qualifications

Required Skills/Knowledge/Abilities:

  • Bachelor’s degree or 2 years related experience and/or training
  • Demonstrated ability of understanding department policies and procedures
  • Continuous display of strong decision-making and priority-setting abilities
  • DETAIL DRIVEN! Extensive research and resolution skills
  • Confidence to make independent judgments to resolve customer problems with minimal guidance
  • Ability to solve practical problems and interpret a variety of instructions furnished in oral, written or schedule form
  • Excellent listening skills! Effective verbal communication influencing and managing customer expectations, emotions and escalations
  • Exceptional at managing commitments to customers and colleagues
  • Strong computer skills, specifically Microsoft Office (Word, Excel, PowerPoint); Oracle, SAP or PEUOPS experience is a plus
  • Must have a service oriented focus that benefits the customer base and the company
  • Highly organized and able to thrive in a fast-paced changing environment
  • Previous experience in the educational field is a plus!

Pearson

fuels the growing demand for effective education and high-quality information in the global knowledge economy, and share a common goal: to help people get on in their lives through education. For more information, visit www.pearson.com.

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-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 11, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1808122

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled