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Company name : Pearson
Location : Salem, OR 97311
Position : Customer Service Analyst-Part Time
Description :
Working remotely from a home office, the Part-Time Customer Service Analyst-25 hours per week serves as part of a team dedicated to providing Pearson Virtual Schools employees and customers with exceptional support and training. All members of the School Support Help Desk Team help facilitate the ability of school-based employees to enhance the educational experience of students. The Part-Time Customer Service Analyst provides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems. The Part-Time Customer Service Analyst will be responsible for answering inbound calls throughout their 5-hour, daily shift (25 hours/week) which will occur during the normal operating hours of 8:00 am EST – 6:00 pm EST. Calls often require research and follow up to fully resolve the issue. Research is aided by prior experience, SalesForce call flows, Connexus Help, Guides, and other materials. The Part-Time Customer Service Analyst is responsible and held accountable for finding answers to callers’ questions and facilitating resolution of an issue. We cover a wide range of issues to be handled, including, but not limited to, Pearson Virtual Schools, school year cycle, data, and school procedures. The Part-Time Customer Service Analyst will take on various other tasks as assigned by Leadership.
Part-Time, 25 hours per week, benefits eligible
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
External Customer Support Analyst Qualifications:
Connexus Management or PCX experience required
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
The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $26,000 per year for 25 hours per week. This role is eligible for the yearly Incentive Plan. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/
Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.
Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and 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 a sustainable environment and workplace where talent can learn, grow, and thrive.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.
Job: CUSTOMER SERVICE
Organization: Virtual Learning
Schedule: PART_TIME
Req ID: 7352
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