Pearson Customer Care Advocate in Chandler, Arizona

Customer Care Advocate

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Customer Care Advocate primarily provides professional customer service via telephone or email to Learning Services customers in regards to order placement,order inquiries,pricing, claims, and returns.

Essential Functions:

  • Fields customer inquiries leading up to and after order placement to provide a positive customer experience.

  • Answers all customer inquiries received by phone in a timely and thorough manner; documents these interactions in Salesforce.

  • Demonstrates channel versatility and aptitude on multiple customer communication channels

  • Utilizes ERP system to provide informed order and shipment status updates.

  • Provides price quotes and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase.

  • Reviews orders to screen for most common issues and clarifies any missing/unclear information.

  • Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution to the customer’s satisfaction

  • Demonstrates behavior consistent with the Learning Services Core Values for a positive customer experience.

  • Performs other duties as assigned.

Qualifications

Professional Experience:

  • Excellent computer skills (including Microsoft Office applications and proficiency in typing) required.

  • Previous experience in customer service or related field preferred.

  • Previous experience with SAP or Salesforce preferred.

Other Job Qualifications

  • Ability to multitask and complete work with a sense of urgency.

  • Ability to effectively communicate, both orally and in writing, to customers and colleagues.

  • Ability to keep key personnel informed and up-to-date of imminent issues.

  • Ability to work independently or collaboratively in a group.

  • Ability to identify processes in need of optimization and suggest solutions.

  • Ability to adjust rules and processes for individual situations as needed.

  • Ability to adjust to change in a quick paced environment.

  • Knowledge of customer service fundamentals.

  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.

  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.

  • Adaptability to accepting responsibility for the direction, control or planning of an activity.

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-AZ-Chandler

Work Locations: US-AZ-Chandler-3075 West Ray 3075 W Ray Rd Park at San Tan Chandler 85226

Job: Customer Service

Organization: North America

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Sep 25, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1813032

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.