Pearson Call Center Representative, Temporary in Helena, Montana
Call Center Representative, Temporary - ( 2102987 )
Basic Purpose and Objectives
Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact.
Reports to and direction received from:
Scoring Support Shift Supervisors (Primary)
Scoring Support Manager (Secondary)
Overall Functions and Responsibilities
These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday.
May be required to work a rotating shift schedule and weekends.
Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat.
Responsible for the diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service-focused manner via phone, email or chat using documented solutions.
Responsible for calling remote employees in an efficient, courteous, and supportive manner.
Serve as an escalation point as needed to the appropriate department for resolution.
Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.
Provide complete documentation of issues handled.
Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.
Perform other related duties as assigned.
NOTE: Hours may vary or change, depending upon needs of business. 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.
Education, Skills, and Knowledge
High School Diploma or equivalent required.
Must possess excellent customer service skills.
Call center experience is preferred.
A very friendly and helpful attitude and the ability to manage simultaneous tasks.
Ability to work as a member of a team is required.
Must have excellent oral and written communication skills.
Excellent attendance is required.
Experience working with a PC and a Windows environment is required.
Experience working with a Mac is preferred, but not required.
Primary Location : US-RE-Remote
Work Locations :
Job : Customer Service
Organization : Assessments School
Employee Status : Fixed Term
Job Type : Standard
Job Level : Entry Level
Shift : Day Job
Travel : No
Job Posting : Feb 22, 2021
Job Unposting : Ongoing
Schedule: : Full-time Temporary
Req ID: 2102987