Advanced Associate, Customer Service (Floor Coach)

Floor Coach (Advanced Associate, Customer Service) 
 

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.

Your Opportunity   

Join the Evaluations Systems group of Pearson customer contact center team where we are dedicated to helping support candidates and clients throughout their certification testing process. The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring.  We work in a collaborative environment and are passionate about education. 

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).  
 
The Floor Coach is an escalation point for our custom teacher licensure testing program candidates who may require assistance throughout the exam process. As an Advanced Associate, you will focus on both live troubleshooting and post-issue research within the case management systems. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.  

The Floor Coach 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 Floor Coach responds to inbound calls and emails from educator preparation programs, agent support staff, examinees, and others, regarding teacher certification programs. This individual will work independently within the Customer Contact Center (CCC) on related project and program activities.

Like every department within Pearson, our work goes beyond just delivering exams and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.  

• Title: Advanced Associate