Key skills
Pearson Virtual Schools experienceLearning Management SystemsCustomer service skillsClear communicationMulti-taskingTechnological proficiencyHelp Desk experienceInterpersonal skillsPositive attitudeAdaptabilityTeam playerSalesforceLeadership
About this role
Pearson is a global learning company dedicated to helping people realize their life through learning. The Part-Time Customer Service Analyst provides exceptional support and training to Pearson Virtual Schools employees and customers, handling inbound calls and resolving issues related to educational programs and management systems.
Responsibilities:
- Handle inbound calls professionally, accurately, consistently, and efficiently
- Work to problem solve issues that are called in or assigned, until the issue is resolved
- Transfer inbound calls to the appropriate staff when applicable
- Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues
- Develop and maintain an in-depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff
- Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership
- Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments
Requirements:
- Degree in Education, Education Technology, or a related field required - Prior Experience with Pearson Virtual Schools can substitute for this requirement
- Prior experience working within a Pearson Virtual Schools supported school or program
- Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint)
- Exceptional phone manners and customer-service skills
- Clear verbal and written communications
- Effective and consistent interpersonal skills
- Positive attitude with a customer-focused approach
- High degree of adaptability and flexibility
- Commitment to a regular schedule of a 5-hour shift during normal operating hours from 8:00 am EST – 6:00 pm EST following break protocols as outlined by the employee handbook
- Demonstrated ability to work well in fast-paced environment
- Ability to multi-task and respond to change
- Team player track record and commitment to a group-oriented approach
- Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications)
- Help Desk queue agent experience is preferred