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Pearson Customer Contact Center Program Lead in Hadley, Massachusetts

Customer Contact Center Program Lead

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

The Customer Contact Center Program Lead acts as liaison with Program teams and other departments, bringing information into and communicating out of the department. The Program Lead maintains maximum awareness of all Customer Contact Center (CCC) activity associated with assigned Programs. This individual is expected to answer phones, Live Chat and emails as needed.

CORE COMPETENCIES

  1. Seek Customer Satisfaction

  2. Share Information

  3. Identify and Resolve Issues

  4. Create Effective Plans

  5. Show Initiative and Commitment

  6. Demonstrate Credibility

Responsibilites:

  • Manage escalations and escalated call backs

  • Manage Tier 2 Tech Support needs

  • Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)

  • Ensure call backs email, mail, fax, and cases are being managed according to service level agreements (SLA)

  • Make up-to-date documentation readily available to CCC staff. Keep knowledge articles maintained and updated accurately.

  • Inform CCC team of Program changes and updates

  • Report on trends

  • Performs other duties as assigned

Qualifications

Education and Experience:

Bachelor’s degree or equivalent

3 years experience in customer service in a business environment setting

Previous formal experience with customer service via phone, email, and/or live chat preferred

Experience in a call center environment

Skills, Knowledge, and Abilities:

Excellent written and verbal skills

Strong organizational skills

Time management and multi-tasking skills

Effective analytical and follow-through skills

Problem solving skills,

Strong attention to detail

Proficient with Microsoft Office Products, including Word and Excel

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-MA-Hadley

Job: Customer Service

Organization: Assessments VUE

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Nov 27, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1915415

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.

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