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Senior Program Coordinator

Reference
1810087
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Bloomington, MN, 55431, USA
Expiry Date
18/07/2018
Senior Program Coordinator 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 ...

Job Description

Senior Program Coordinator

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 offers a great environment to start or grow your career, we are now hiring for a Candidate Relations Coordinator to join our team based in Bloomington, MN.

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 Senior Program Coordinator is responsible to ensure operational continuity of client testing programs. The incumbent deals with any ambiguity and incidents around the clients’ tests and acts as an escalation point for candidate issues and problems. The Senior Program Coordinator also takes responsibility to provide accurate client information to call center agents and to provide program information to clients periodically.

SCOPE AND IMPACT OF JOB

Working closely with the contact center and other functional departments, the Senior Program Coordinator works as the primary operational client contact, as the knowledge expert for the contact center and as the information source for other related functional departments.

PRIMARY RESPONSIBILITIES(Listed in order of importance with estimated amount of time spent on each task)

Program and Client Service

  • Plan, implement, and maintain new and existing client programs
  • Execute and manage the data collection, distribution and reporting of client programs
  • Train and maintain program information with international offices
  • Maintain the primary operational client contact list and maintenance of testing/program processes and internal team documentation
  • Act as an escalation point for service related problems and successes
  • Various other duties as assigned

Call Center Support

  • Respond and resolve customer queries
  • Input accurate customer information into the database
  • Provide performance feedback as required

Qualifications

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
  • Team leading and conflict management skills preferred

Education and Experience:

  • Bachelor’s Degree preferred or equivalent work experience
  • Experience training, teaching, or coaching
  • 3 years customer service experience preferred
  • Proficient with Microsoft™ Office (specifically Microsoft Word and Excel)
  • Google Cloud experience (or other cloud-based platform) is preferred
  • Experience with on-line editing, image capture and reporting systems 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-MN-Bloomington

Work Locations: US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jul 11, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1810087

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled