Advanced Associate, Customer Service – Floor Coach

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of escalation for incoming customer inquiries related to Evaluation Systems' programs, products, and services.

• Evaluate customer issues and take necessary actions to achieve resolutions by utilizing internal processes and critical thinking skills.

• Monitor and record support tasks and customer issues within the designated CRM system.

• Provide customer solutions while complying with client policies and internal protocols.

• Adhere to security protocols when managing customer or candidate information.

• Gather pertinent information, identify trends, and communicate findings to internal stakeholders.

• Support team members by researching issues, offering real-time guidance, and assisting staff during candidate calls.

• Work collaboratively with team members to minimize unnecessary escalations and efficiently resolve issues.

• Partner with Managers and Program Leads to discuss trends, address program-specific challenges, and ensure consistent service delivery.

• Handle a high volume of inbound calls and emails from educator preparation programs, agent support staff, examinees, and others regarding teacher certification programs.

• Tailor communication style to meet the needs of test takers and deliver service that surpasses customer expectations.

• Employ active listening, clarifying and probing questions, supportive directions, and empathetic reassurance.

• Investigate, analyze, interpret, and document candidate interactions.

• Independently manage related Customer Contact Center projects and program initiatives.

• Carry out additional duties as assigned.

⛳️ Requirements

• A minimum of a high school diploma or equivalent is required.

• Prior customer service experience; 3+ years is preferred.

• Call center experience is preferred.

• Basic technical troubleshooting experience is preferred.

• Proficiency in standard technology, including PC operations and internet browsing/navigation.

• Skilled in Microsoft 365 applications such as OneDrive, Word, Excel, and related software.

• Strong conflict management skills.

• Excellent time management, organizational, and problem-solving abilities.

• Exceptional oral and written communication skills in English are mandatory.

• Capability to navigate ambiguity and address objections effectively.

• Strong attention to detail and good listening abilities.

• Willingness and capacity to work assigned shifts.

• Reliable internet connection is required for remote work.

• A smartphone is necessary for Multifactor Authentication (MFA).

• Spanish language proficiency is advantageous but not required.

🏝️ Benefits

• Paid sick leave.

• 10 observed holidays.

• Vacation time allowances.

• Medical insurance coverage.

• Dental insurance coverage.

• Life insurance benefits.

• Tuition reimbursement opportunities.

• 401(k) retirement plan.

• Remote work with Pearson-provided hardware and support.

• Possible annual bonus.

• Continuous training and skill development.

• Emphasis on soft skills and collaboration across departments.