Advanced Associate, Customer Service (Program Lead)

Pearson is a global learning company that provides education, certification testing, and teacher licensure assessment solutions. The Program Lead supports assigned programs within the Customer Contact Center by managing escalations, Tier 2 technical support, callbacks, documentation, cross-functional communication, and service trends while delivering accurate and empathetic customer service.

Responsibilities:

• Acts as a liaison with assigned Program teams and other departments, bringing information into the Customer Contact Center and communicating program updates out to CCC staff
• Maintains awareness of Customer Contact Center activity associated with assigned programs and identifies issues, trends, or service impacts that require follow-up
• Manages escalations and escalated callbacks, ensuring candidate and client inquiries are handled accurately, professionally, and according to established procedures
• Manages Tier 2 technical support needs and uses available systems, resources, published materials, and websites to research and resolve issues
• Ensures callbacks and cases are managed according to service level agreements and properly documented in the appropriate CRM or case management system
• Makes up-to-date documentation readily available to CCC staff and keeps knowledge articles maintained and accurately updated
• Informs CCC staff of program changes, updates, process revisions, and other information needed to support consistent service delivery
• Collects and analyzes relevant information to report on trends, share findings with internal stakeholders, and support solutioning
• Ensures proper security procedures are followed during all customer interactions and when handling candidate, client, or customer information
• Collaborates with managers, Program teams, Operations, and Customer Contact Center staff to resolve program-specific issues and support consistent service delivery
• Performs other duties as assigned
• Understands candidate and client expectations and adapts communication style to meet the needs of each interaction while delivering service that exceeds expectations within department guidelines
• Identifies customer needs by using active listening, asking clarifying questions, and adapting communication to support phone, email, live chat, callback, and case interactions as needed
• Uses effective verbal and written communication skills to provide clear, accurate, and concise information when explaining policies, testing procedures, program updates, and case resolutions
• Promptly and accurately addresses customer inquiries by using approved systems, published materials, websites, internal procedures, and other available resources to research and resolve issues
• Anticipates customer needs, identifies issues that may impact service delivery, and follows through on commitments to support timely and accurate resolution
• Demonstrates the ability to research, analyze, interpret, and document candidate interactions, program issues, and escalation outcomes
• Exhibits a positive, solutions-focused attitude and meets new challenges and changes with an open mind while supporting candidates, clients, and internal stakeholders

Requirements:

• Minimum High School Diploma or equivalent
• Passion for customer service and helping others succeed
• Patient, positive, compassionate, and professional demeanor
• Strong organizational, time management, and multi-tasking skills
• Effective analytical, follow-through, and problem-solving skills
• Strong attention to detail and ability to maintain accurate documentation
• Excellent written and verbal communication skills in English
• Proficient with Microsoft Office products, including Word and Excel, and comfortable using standard business, CRM, and case management systems
• Eagerness to learn and willingness to adapt as program requirements, business needs, and service demands change
• Conflict management skills and the ability to communicate diplomatically with candidates, clients, and internal stakeholders
• Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance
• This is a remote position based in the United States
• Previous customer service experience, 3+ years preferred
• Previous experience in a call center environment preferred
• Basic technical troubleshooting experience preferred
• Spanish language skills are a plus but not required