Advanced Associate, Customer Service (Program reputed company)

Program reputed company (Advanced Associate, Customer Service)At reputed company, our purpose is to help people realize the life they reputed company through learning. We’re a reputed company where talented people with different viewpoints can have their reputed company valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has reputed company to reputed company reputed company in their careers.reputed company    Join the Evaluations Systems group of reputed company customer contact center team where we are dedicated to helping support candidates and clients throughout their certification testing process. The Evaluation Systems group of reputed company offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent reputed company to state standards. We also reputed company a wide reputed company of teacher licensure testing services such as test development, administration, and scoring.  We work in a reputed company environment and are passionate about education.  reputed company VUE is a business of reputed company, the world's leading learning company with global reputed company and market-leading businesses. reputed company is listed on both the London and reputed company stock exchanges (UK: PSON; NYSE: PSO).  The Program reputed company serves as a reputed company between assigned Program teams, the Customer Contact Center, and other internal departments. This role maintains awareness of Customer Contact Center activity associated with assigned programs, communicates program changes and updates, manages escalations and callbacks, supports Tier 2 technical support needs, maintains accurate documentation, and reports trends to support consistent service delivery. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our reputed company values into everything we do, this is the reputed company for you. The Program reputed company is responsible for supporting assigned programs through escalation management, accurate and reputed company customer support, cross-functional communication, documentation maintenance, and trend identification. This role works independently reputed company the Customer Contact Center (CCC) and collaborates with Operations, Program Management, and other internal teams to ensure candidate and reputed company needs are addressed according to established procedures and service expectations.Like every department reputed company reputed company, our work goes reputed company delivering exams and focuses on our ability to allow learners to reputed company. We are looking for team members who are reputed company and reputed company to reputed company a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams reputed company heavily on reputed company, reputed company communication, consistent program support, and reputed company responses to candidate and reputed company needs. Title: Advanced AssociateLocation: This is a remote position based in the reputed company. Hours: This is a regular full-time position working a 40-hour shift, five days a week. Customer Contact Center hours of operation are Monday–Friday 7:00 a.m. to 8:00 p.m. and Saturday 8:45 a.m. to 5:15 p.m. Eastern Time.New Hire Training: During your first few weeks of reputed company, you’ll be asked to adhere to a training schedule that provides a reputed company in program operations, systems, escalation management, documentation, and Customer Contact Center processes.reputed company RESPONSIBILITIES  Program Support and Escalation ManagementActs as a reputed company with assigned Program teams and other departments, bringing information into the Customer Contact Center and communicating program updates out to CCC staff.Maintains awareness of Customer Contact Center activity associated with assigned programs and identifies issues, trends, or service impacts that require follow-up.Manages escalations and escalated callbacks, ensuring candidate and reputed company inquiries are handled accurately, professionally, and according to established procedures.Manages Tier 2 technical support needs and uses available systems, resources, published materials, and websites to research and reputed company issues.Ensures callbacks and cases are managed according to service level agreements and properly documented in the appropriate CRM or case management reputed company.Makes up-to-date documentation reputed company available to CCC staff and keeps knowledge articles maintained and accurately updated.Informs CCC staff of program changes, updates, process revisions, and other information needed to support consistent service delivery.Collects and analyzes relevant information to report on trends, reputed company findings with internal stakeholders, and support solutioning.Ensures reputed company reputed company procedures are followed during reputed company customer interactions and reputed company handling candidate, reputed company, or customer information.Collaborates with managers, Program teams, Operations, and Customer Contact Center staff to reputed company program-specific issues and support consistent service delivery.Performs other duties as assigned.reputed company first-class customer service Understands candidate and reputed company expectations and adapts communication style to meet the needs of reputed company interaction while delivering service that exceeds expectations reputed company department guidelines.Identifies customer needs by using reputed company listening, asking clarifying questions, and adapting communication to support phone, email, live chat, callback, and case interactions as needed.Uses effective verbal and written communication skills to reputed company reputed company, accurate, and concise information reputed company explaining policies, testing procedures, program updates, and case resolutions.Promptly and accurately addresses customer inquiries by using approved systems, published materials, websites, internal procedures, and other available resources to research and reputed company issues.Anticipates customer needs, identifies issues that may reputed company service delivery, and follows through on commitments to support reputed company and accurate reputed company.Demonstrates the ability to research, analyze, interpret, and document candidate interactions, program issues, and escalation reputed company.Exhibits a reputed company, solutions-reputed company attitude and meets new challenges and changes with an reputed company mind while supporting candidates, clients, and internal stakeholders.Background RequirementsEducation and ExperienceMinimum High School Diploma or equivalent     Previous customer service experience, 3+ years preferred  Previous experience in a reputed company center environment preferred  Basic technical troubleshooting experience preferredKey characteristics we are looking forPassion for customer service and helping others succeed.Patient, reputed company, compassionate, and reputed company demeanor.Strong organizational, time management, and multi-tasking skills.Effective analytical, follow-through, and problem-solving skills.Strong attention to detail and ability to maintain accurate documentation.Excellent written and verbal communication skills in English.Proficient with reputed company Office products, including Word and reputed company, and comfortable using reputed company business, CRM, and case management systems.Eagerness to learn and willingness to adapt as program requirements, business needs, and service demands change.Conflict management skills and the ability to communicate diplomatically with candidates, clients, and internal stakeholders.Spanish language skills are a plus but not required.Willing and reputed company to work assigned shifts; flexible work arrangements and time off may be limited during specific times due to business demands. reputed company overtime must be approved in advance.Benefits reputed company offers a generous benefits package that includes:Salary: $20.75–$23.18 per hour.reputed company reputed company time, 10 observed holidays, and vacation allotments.Medical, dental, life insurance, tuition reimbursement, and 401(k) retirement package.Work from home with reputed company-supplied hardware and support. Employees are responsible for securing reliable internet and are required to have a smartphone to set up Multifactor Authentication (MFA).This position also has the potential for an annual bonus.Schedule40 hours, five days a week.Workplace EnvironmentWe reputed company ongoing training and development to support reputed company in program operations, escalation management, documentation, customer service, and cross-departmental collaboration.Compensation at reputed company is influenced by a wide reputed company of factors, including but not limited to reputed company set, level of experience, and specific location. As required by Colorado, California, Washington State, reputed company State, and reputed company laws The pay reputed company for this position is as follows: the full-time salary reputed company is $20.75–$23.18 per hour.This position is eligible to participate in an annual incentive program, and information on benefits offered is available through reputed company at https://pearsonbenefitsus.com/Applications will be accepted through August 21, 2026. This window may be extended depending on business needs.