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.