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Customer Service Representative

Reference
1802032
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Bala Cynwyd, PA, 19004, USA
Expiry Date
26/02/2018
Customer Service Representative Description Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson...

Job Description

Customer Service Representative

Description

Pearson VUE (www.pearsonvue.com) 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 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 Customer Service Representative is responsible for providing outstanding customer service, information, explanations, and other assistance as required via incoming calls from Client Candidates. The Customer Service Representative is also responsible for conducting research to provide the appropriate service as required.

Customer Service

  • Answer incoming calls on the toll-free line regarding Client certification,

renewal and reciprocity

  • Provide high quality service to customers to ensure customer needs are met
  • Process literature requests on line
  • Make outgoing calls to candidates and/or facilities

Research

  • Conduct internal research of situations that affect certification, as discussed

with callers

  • Provide results of research to callers via written communication

Mailing

  • Complete special mailings as needed

Qualifications

Education and Experience:

  • High School diploma or equivalent required; Associate’s or Bachelor’s degree

preferred

  • 1-2 years of customer service required
  • Prior call center experience preferred

Skills, Knowledge and Abilities:

  • Excellent oral and written communication skills
  • Active listening skills
  • Capable of applying sound judgment and critical thinking
  • Multi-tasking abilities
  • Strong interpersonal skills and ability to convey concern and empathy

towards customers

  • Ability to build and maintain positive working relationships
  • Working knowledge of Microsoft Word
  • Proficiency navigating multiple computer systems concurrently
  • Organizational skills and strong attention to detail
  • Competence in efficiently and effectively locating and utilizing resources to

resolve customer issues

  • Ability to maintain composure, defuse escalated queries and handle

complaints with tact and diplomacy

  • Capacity to learn and adapt in a fast-paced environment
  • Ability to demonstrate reliability and responsibility to ensure departmental

needs are consistently met

  • Familiarity with Google Email/Google Cloud platforms preferred

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-PA-Bala Cynwyd

Work Locations: US-PA-Bala Cynwyd-3 Bala Plaza 3 Bala Plaza West Suite 300 Bala Cynwyd 19004

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Feb 20, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1802032