Customer Service Escalation Specialist

Are you a dedicated customer service professional looking for your next career move?

As a Customer Service Escalation Specialist at Pearson, you will be responsible for providing customer service support to our Sales team, as well as our sourcing partner handling escalations. This teammate will deliver services and information in a professional and efficient manner while utilizing multiple computer platforms and applications. Reliable attendance and punctuality are critical to being successful in this role. You will often collaborate with cross-functional teams as well as executives on complex escalations.

Primary Responsibilities

• Handle all incoming inquiries, claims and orders within established procedures & performance standards for the higher education Sales Team, internal partner team and customers. Standards are established for accuracy, turnaround times, and professionalism.
• Manage sales team information needs (availability, shipping status/information, etc.)
• Effectively take control and manage escalated/challenging situations to ensure a positive customer experience.
• Support our outsource partner with answering questions, refresher training, etc. when needed.
• Take on new processes as tasks are added to the escalation team’s responsibilities.
• Assist with special projects as they are assigned.
  
  

Qualifications

• Experience in efficiently resolving customer service inquiries (order processing, order status, claims, returns, etc.)
• Experience with Oracle ERP and Salesforce CRM required.
• Excellent written and verbal communication skills.
• Ability to think creatively, adapt to circumstances, and learn from co-workers, and share information and experiences.
• Proven ability to deliver excellent CS skills via CSAT survey comments and feedback from the sales team.
• Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving.
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines.
• Ability to learn and actively seek new skills and keep pace with emerging technologies.
• Be flexible to schedule changes or additional coverage, particularly during peak periods.
• Must be able to exercise good judgment.
  
  

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The full-time salary range is between $55,000-58,000.

This position is eligible to participate in an annual incentive program.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULLTIME

Workplace Type: Remote

Req ID: 18304

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