Customer Service Specialist – Faculty Support

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Deliver exceptional faculty support to Pearson educators.

• Respond to inquiries and enhance understanding of Pearson courseware and its functionalities.

• Mentor Faculty Support Associates through coaching.

• Manage escalations that require specialized assistance.

• Proactively follow up with top adoptions.

• Support at-risk adoptions that require extra help.

• Oversee course builds and offer guidance for accounts that necessitate a higher level of service.

• Assist with unique adoptions.

• Conduct instructor onboarding sessions.

• Work during team operating hours from 8 AM to 8 PM EST, Monday to Friday, with additional coverage on weekends during peak volume times.

⛳️ Requirements

• Bachelor’s degree and/or a minimum of 2 years of experience in supporting faculty onboarding/setup with technology.

• Outstanding written and verbal communication abilities.

• Capacity to present information clearly in both individual and group contexts.

• Demonstrated curiosity, creative thinking, and analytical skills.

• Ability to explore alternative solutions to challenges.

• Exceptional organizational and time management skills, with the ability to meet multiple deadlines.

• Familiarity with educational technology and a willingness to learn and keep updated with new technology.

• Eagerness to acquire new skills and share knowledge with the team.

• Highly motivated, energetic, and collaborative disposition.

• Capability to collaborate with cross-functional and cross-company teams to swiftly address faculty needs.

• Proven leadership through personal accountability, responsibility, and teamwork.

• Flexibility regarding schedule changes or additional coverage, especially during peak periods.

• Consistent attendance and punctuality.

• Ability to sit or stand at a personal computer for a reasonable duration while typing and reading.

• Experience with Pearson Higher Education products and tools is a plus.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.

• Additional coverage hours, including some weekends, during peak volume periods.

• Occasional travel opportunities/coverage as needed.