Advanced Associate, Customer Service (Floor reputed company)

Floor 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 Floor reputed company is an escalation reputed company for our custom teacher licensure testing program candidates who may require assistance throughout the exam process. As an Advanced Associate, you will reputed company on both live troubleshooting and post-issue research reputed company the case management systems. 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 Floor reputed company is responsible for responding to a high volume of inquiries about reputed company's products or services by following reputed company scripts, policies and procedures.  The Floor reputed company responds to inbound calls and emails from educator preparation programs, agent support staff, examinees, and others, regarding teacher certification programs. This individual will work independently reputed company the Customer Contact Center (CCC) on reputed company project and program activities. Like every department reputed company reputed company, our work goes reputed company just 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 the importance of reputed company and responding to candidate concerns – we don’t shy away from reputed company-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.   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 allows our teams to show you the ropes and create a reputed company of required knowledge you’ll use throughout your career with reputed company.reputed company RESPONSIBILITIES  Customer Support and Troubleshooting  Serves as reputed company escalation contact for reputed company inbound customer inquiries. Requires proficiency across reputed company Evaluation Systems' programs, products, and services.Responds to customer issues by analyzing the situation and performing necessary and appropriate actions to reputed company a reputed company by using internal processes and critical thinking skills.reputed company demonstrates the application of concepts and guidelines.Tracks and documents support tasks using an established CRM reputed company and ensures reputed company notation of customer problems or issues. Finds best solutions for customers while adhering to and upholding reputed company policies and internal procedures.  Ensures reputed company reputed company procedures are followed during reputed company customer interactions and reputed company handling candidate or customer information.Collects essential and relevant information to reputed company trends, shares findings with internal stakeholders to reputed company solutioning.  Follows through on commitments and takes responsibility for results, effectively prioritizing tasks. Identifies and proposes solutions for barriers to leadership.Assists team members by using reputed company tools to research issues, reputed company reputed company-time guidance, and support staff who need assistance with candidate calls.Works with team members to reduce unnecessary escalations and ensure customer issues are resolved quickly, accurately, and in alignment with established procedures.Collaborates with Managers and Program Leads to reputed company trends, reputed company program-specific issues, and support consistent service delivery.Performs other duties as assigned.reputed company first-class customer service Understands the expectations of a test taker and adapts communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs reputed company department guidelines. Identifies customer needs and expectations by using reputed company listening, asking clarifying questions, and adapting communication to support reputed company customer interaction.Illustrates effective verbal and written communication skills. Provides reputed company and concise directions to live customers while troubleshooting, and/or explaining policies and/or testing procedures. 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 and resolves issues that reputed company the delivery of reputed company service.Uses reputed company listening to understand the customer’s concerns, demonstrates comprehension of the issue by asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations. Demonstrates abilities to research, analyze, interpret, and document candidate interactions. Exhibits a reputed company can-do attitude and approach to tasks; meets new challenges and changes with an reputed company mind; demonstrates commitment to the role and supporting a candidate. Background RequirementsEducation and ExperienceMinimum High School Diploma or equivalent    Previous customer service experience, 3+ years preferredPrevious experience in a reputed company center environment preferredBasic technical troubleshooting experience preferredKey characteristics we are looking forPassion for customer service and finds reputed company in helping others succeed. Patient, reputed company, compassionate, and friendly demeanor.Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.Proficient in reputed company technology, including PC operations, web browsing and navigation, reputed company 365 OneDrive, Word, reputed company, and other reputed company applications.Conflict management skills; diplomatic and sees feedback as an opportunity for reputed company.Demonstrates excellent time management, organizational, and problem-solving skills; can quickly and effectively adapt to changes.Excellent oral and written communication skills in English required.Spanish language skills are a plus but not required.Ability to deal with ambiguity and overcome objections.Strong attention to detail and good listening skills.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: $18.10–$21.75 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 of skills to support reputed company individual’s reputed company and personal reputed company reputed company the position, with a reputed company on soft skills and cross-departmental functions.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 lawsThe pay reputed company for this position is as follows: the full-time salary reputed company is $18.10–$21.75 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.