The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The CSR takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc. **REQUIRED KNOWLEDGE AND EXPERIENCE** (Knowledge and experience necessary to do job) _Formal education or equivalent experience_ (note: this is the minimum requirement. Equivalent experience in lieu of a formal degree should be listed.) High School diploma, or equivalent 18 mos. to 3 years of customer service experience Experience with a call center management phone system **Skills/knowledge/abilities** – (list specific functional areas of knowledge required within a discipline; e.g., credit, accounts payable, etc.) Knowledge of organization’s products, services, and business operations Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation Demonstrate excellent time management, organizational, and problem-solving skills Excellent oral and written communication skills. Spanish language skills are a plus but not required. Strong attention to detail and good listening skills Experience with LiveChat a plus **PRIMARY RESPONSIBILITIES** Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least two communication channels. Identify customer needs and expectations Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites) Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department. Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information. Maintain quality service by following established policies and procedures Ensure proper security procedures are followed on all customer interactions Other duties as assigned **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 Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. 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 actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. 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 TalentExperienceGlobalTeam@grp.pearson.com. **Job:** Customer Success **Job Family:** GO\_TO\_MARKET **Organization:** Assessment & Qualifications **Schedule:** FULL\_TIME **Workplace Type:** On-site **Req ID:** 20323