Part Time Assoc Call Center Representative
Job ID: 2013-22021
# of Positions: 1
Posted Date: 12/11/2013
Job Location: US-MA-Hadley
Position Type: Temporary Part Time
Category: Customer Service
About this Job
Overview
Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning.
Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). 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, veterans, and people with disabilities are encouraged to apply.
The Customer Service Representative (CSR) takes inbound calls from examinees and other callers regarding teacher certification programs. The CSR maintains customer satisfaction by providing world-class customer service while projecting a positive, courteous attitude and understanding and satisfying customer needs in an effective, efficient, timely manner. The CSR interacts with customers and internal stakeholders to provide and process information in response to inquires, concerns and requests about products and services. A professional attitude must be maintained at all times. The CSR reports to a Customer Service Coordinator.
Responsibilities
- Projects an attitude of service, empathy, and patience to all customers under all circumstances and ensures caller understands and has complete information.
- Listens carefully and attentively to identify & understand concerns and anticipates callers’ needs.
- Promptly and accurately addresses caller’s inquiries using various administrative systems.
- Utilizes various resources (computer systems, published materials, websites) to assess the situation to determine an appropriate course of action.
- Listens to customers’ and internal stakeholders’ needs and is proactive in delivering 100% satisfaction.
- Maintains quality service by following policies and procedures.
- Uses computerized systems for tracking calls, information gathering, timekeeping and troubleshooting.
- Works assigned shift. Shifts are generally Monday through Friday, between the hours of 8am - 8pm, but may also be assigned on Saturdays.
Qualifications
- Demonstrates proven success in a call center or customer service role.
- Demonstrates excellent motivational, listening, and problem solving skills.
- Demonstrates the ability to communicate and respond to customer inquiries both verbally and in writing.
- Demonstrates proven success with attention to detail and accuracy when providing information to customers.
- Demonstrates hands on knowledge and proven success with Microsoft Office suite.
- Experience with call tracking software preferred.
Job ID: 2013-22021
# of Positions: 1
Posted Date: 12/11/2013
Job Location: US-MA-Hadley
Position Type: Temporary Part Time
Category: Customer Service
About this Job
Overview
Pearson has one defining goal: to help people progress in their lives through learning. We champion innovation and we invest in models for education that deliver on our promise for effective, accessible, and personal learning from early literacy, college and career readiness to professional education, through data informed instruction and inventive applications for mobile and digital learning.
Pearson, the world's leading learning company, has global-reach and market leading businesses in education, business, and consumer publishing and is listed on the London and New York stock exchanges (UK: PSON; NYSE: PSO). 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, veterans, and people with disabilities are encouraged to apply.
The Customer Service Representative (CSR) takes inbound calls from examinees and other callers regarding teacher certification programs. The CSR maintains customer satisfaction by providing world-class customer service while projecting a positive, courteous attitude and understanding and satisfying customer needs in an effective, efficient, timely manner. The CSR interacts with customers and internal stakeholders to provide and process information in response to inquires, concerns and requests about products and services. A professional attitude must be maintained at all times. The CSR reports to a Customer Service Coordinator.
Responsibilities
- Projects an attitude of service, empathy, and patience to all customers under all circumstances and ensures caller understands and has complete information.
- Listens carefully and attentively to identify & understand concerns and anticipates callers’ needs.
- Promptly and accurately addresses caller’s inquiries using various administrative systems.
- Utilizes various resources (computer systems, published materials, websites) to assess the situation to determine an appropriate course of action.
- Listens to customers’ and internal stakeholders’ needs and is proactive in delivering 100% satisfaction.
- Maintains quality service by following policies and procedures.
- Uses computerized systems for tracking calls, information gathering, timekeeping and troubleshooting.
- Works assigned shift. Shifts are generally Monday through Friday, between the hours of 8am - 8pm, but may also be assigned on Saturdays.
Qualifications
- Demonstrates proven success in a call center or customer service role.
- Demonstrates excellent motivational, listening, and problem solving skills.
- Demonstrates the ability to communicate and respond to customer inquiries both verbally and in writing.
- Demonstrates proven success with attention to detail and accuracy when providing information to customers.
- Demonstrates hands on knowledge and proven success with Microsoft Office suite.
- Experience with call tracking software preferred.
