Customer Service Agent, Channel Quality
Minneapolis, MN, USA
Permanent
Hybrid Work Schedule
This position requires residency in the Minneapolis/St. Paul, MN area. The role offers the flexibility to work primarily from home, Monday through Friday, on a regular day-shift schedule.
The Customer Service Agent, Channel Quality is responsible for providing customer service support to Pearson VUE’s test centres in the Americas region through account maintenance, quality management, developing and maintaining effective relationships in order to influence a positive exam delivery, quality, security, and customer satisfaction, and compliance monitoring and training.
Working closely with various teams like the Program Coordinators, Channel Care, Channel Sales, and Test Centre Personnel. The Channel Quality Specialist works assigned channel quality tasks to ensure satisfactory internal and external customer service.
Duties include;
Case Management
- Log in to the phone system to receive calls during scheduled department hours.
- Respond to incoming inquiries from test centres and regional managers via phone, cases, and e-mail in a timely, professional, and efficient manner.
- Monitor unassigned voicemails, cases and e-mails coming into the shared mailboxes and respond or re-assign accordingly.
- Ensure a case is created, correctly assigned, prioritized, and updated for every test centre or candidate issue brought to the department’s attention (including those not assigned directly to you)
- Follow up on assigned cases through to resolution, ensuring complete and accurate documentation of issues, escalations, decisions, and outcomes.
- Exercise judgment in prioritizing and reclassifying cases and tasks, to ensure more important issues are addressed ahead of less time-sensitive cases/tasks.
- Document and follow up on complaints registered against test centres.
- Promptly escalate security incidents and other critical issues
Audit
- Proactively monitor test centre compliance with policy, procedure, and performance requirements
- Audit test centre log sheets and other records to ensure operational compliance.
- Review test centre report cards, integrity shopper reports, and other reports to identify areas requiring improvement, re-training, or corrective action.
Corrective Action
- Work with test centres that are performing below standards to implement corrective action plans.
- Participate in test administrator training initiatives.
- Handle the suspension and closure of PVTCs as directed.
Operations
- Maintain a comprehensive understanding of test centre policies and procedures and exam sponsor requirements for test delivery.
- Meet departmental key performance indicators (KPIs)
What we expect
Education and Experience:
- Previous experience in customer service and support
- Experience in Microsoft products (Teams, Outlook, OneDrive, Calendar, Word, and excel).
- Experience with Pearson VUE test registration, site management and reporting software preferred.
Skills, Knowledge and Abilities:
- Fluent in English
- Excellent communication skills both directly and remotely
- Customer focus required.
- Relationship management skills
- Detail oriented
- Effective multi-tasking skills through priority setting
- Sense of quality control and improvement
What Pearson can offer you:
Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:
The minimum full-time hourly rate for this role is $22.00 - $24.00.
This position is not bonus eligible, and information on benefits offered is here.
\#LI-Post #LI-Hybrid
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: TESTING CENTER
Organization: Assessment & Qualifications
Schedule: FULL\_TIME
Workplace Type: Remote
Req ID: 17382
