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Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson’s education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn.

Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify.

Actively participates in daily activities of a customer service team who handles sales opportunity questions and order processing activities relating to Pearson Clinical Assessment products and services. Answers customers’ calls effectively, efficiently and expediently as well as entering orders into our order management system. Follows orders through to completion, while achieving daily performance metrics.

Manages email interaction with Pearson customers and other activities that directly impact interaction with such customers.

Has a passion for excellent customer service, valuing the team concept and open to change and feedback to grow and build quality.

Heavy emphasis on quality assurance to provide world class customer service to all Pearson external and internal customers. Exceptional attention to detail and ability to quickly assimilate and utilize dynamic data to ensure continuous exemplary customer service.

Support all aspects of Inbound Sales and Support through order entry, call assistance, lead referral, cross sell/up sell and mail desk activities.

Mail Desk activities include the proper processing of expedited orders and all specialty orders, mail distribution, Order/Revenue Tracking and daily updates of data spreadsheet.

Process escalated customer issues, responds to product questions and provides Inbound Sales and Support leadership with quality feedback to help drive greater quality into all call center and order management associates.

Handle order management support and tier 1 phone calls and for all Pearson Clinical Assessment products and services. Document such activity using order management resources or other call tracking tools. Effectively process all orders within 72 hours of receipt or less. Identify sales lead opportunities and escalate accordingly.

Experience required:

Excellent verbal and written communications skills.

Competency with email, MS Office Suite and call center management phone systems.

Ability to quickly assimilate and utilize dynamic data to provide world class customer service.

Excellent problem-solving, judgment and decision making skills.

Demonstrate ability to multi-task and effectively manage multiple, simultaneous projects on a consistent basis.

2 or more years of Customer Service experience interacting with external and internal customers.

Ability to work with cross-functional teams, including marketing, sales, Information Technology and Operations, Program and Project Management teams.

Experience preferred:

Assessment industry product knowledge preferred, but not required

Education required: High School Diploma

Education preferred:
2 or 4 year degree from an accredited university or college.

Personality attributes/skills required:
Passion for excellence, Analytical skills, Attention to detail, Communication, Cooperation, Customer Focus, Dependability, Initiative, Judgment, Problem Solving, Reasoning, Results Oriented, Teamwork, Willingness and ability to learn

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