Advanced Associate, Customer Service – Program Lead

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

📋 Description

• Serve as a bridge between designated Program teams and other departments, facilitating the flow of information to the Customer Contact Center and updating CCC staff on program developments.

• Oversee Customer Contact Center operations related to assigned programs, identifying issues, trends, or service impacts that require attention.

• Handle escalations and elevated callbacks in accordance with established protocols.

• Address Tier 2 technical support requirements by researching and resolving issues utilizing available systems, resources, published materials, and websites.

• Manage callbacks and cases in line with service level agreements, documenting them in CRM or case management systems.

• Update and maintain documentation and knowledge articles for the Customer Contact Center team.

• Notify CCC staff of changes, updates, and revisions to processes regarding programs.

• Gather and analyze data, report trends, share insights with internal stakeholders, and assist in developing solutions.

• Adhere to security protocols when handling candidate, client, or customer information.

• Work collaboratively with managers, Program teams, Operations, and Customer Contact Center staff to address program-specific challenges.

• Provide accurate and professional customer service via phone, email, live chat, callbacks, and case interactions.

• Investigate, analyze, document, and interpret candidate interactions, program issues, and outcomes of escalations.

⛳️ Requirements

• At least a High School Diploma or equivalent.

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

• Experience in a call center environment is preferred.

• Basic experience in technical troubleshooting is preferred.

• Exceptional written and verbal communication skills in English.

• Proficient in Microsoft Office applications, including Word and Excel.

• Comfortable with standard business, CRM, and case management systems.

• Strong organizational, time management, multitasking, analytical, follow-through, and problem-solving abilities.

• Keen attention to detail and capability to maintain accurate documentation.

• Skills in conflict management and the ability to communicate with diplomacy.

• Willingness to work assigned shifts; flexibility in work arrangements and time off may be restricted during peak business periods.

• All overtime must be pre-approved.

• A reliable internet connection is essential.

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

• Proficiency in Spanish is advantageous but not mandatory.

🏝️ Benefits

• Paid sick leave.

• 10 observed holidays.

• Vacation allowances.

• Medical insurance.

• Dental insurance.

• Life insurance.

• Tuition reimbursement.

• 401(k) retirement plan.

• Work-from-home options with Pearson-provided hardware and support.

• Opportunity for an annual bonus.

• Continuous training and development.