Advanced Associate, Customer Service

Pearson; Lansing (MI); On-site; USD 36,000 - 40,000; Full time

Job summary

Pearson Professional Assessments is seeking an Advanced Associate to support client testing programs and partner with Program Managers to resolve issues. The role involves handling client maintenance, updates, launches, and service requests while ensuring timely progress across teams.

Ideal candidates have strong organizational skills, a Bachelor’s degree or equivalent, and experience in client support or operations.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in client support, customer success, or operations.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to make sound decisions.
• Experience working with business systems, databases, or reporting tools.
• Ability to work independently while collaborating across teams.

Responsibilities

• Partner with Program Managers to support daily client program operations.
• Complete client maintenance, configuration updates, and requested program changes.
• Support launches, enhancements, special projects, deadlines, and deliverables.
• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates.
• Work with stakeholders to gather missing information, remove blockers, and keep requests moving.
• Provide test event support a few times a year, max 5 weekends where working additional hours is needed.
• Maintain procedures, knowledge resources, and operational documentation.
• Provide application and process guidance to Program Managers and internal teams.
• Identify and support improvements that increase efficiency, quality, and consistency.

Skills

Organizational skills

Time management

Written and verbal communication

Multi-priority management

Analytical and problem-solving

Experience with business systems/tools

Education

Bachelor's degree or equivalent

Tools

CRM tools

Ticketing systems

Workflow/project management tools

Job description

Reports To: Team Manager, Client Services

About the Role

We are looking for an Advanced Associate to help keep client testing programs running smoothly. This role partners with Program Managers, supports client and candidate issue resolution, manages work requests, and helps improve Client Services operations.

This is a hands-on operations role for someone who enjoys solving problems, staying organized, and working across teams to keep client work moving.

What You'll Do

Client Program Support

• Partner with Program Managers to support daily client program operations.
• Complete client maintenance, configuration updates, and requested program changes.
• Support launches, enhancements, special projects, deadlines, and deliverables.
• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates.
• Work with stakeholders to gather missing information, remove blockers, and keep requests moving.
• Provide test event support few times in a year, max 5 weekends where working additional hours is needed.
• Maintain procedures, knowledge resources, and operational documentation.
• Provide application and process guidance to Program Managers and internal teams.
• Identify and support improvements that increase efficiency, quality, and consistency.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in client support, customer success, or operations.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to make sound decisions.
• Experience working with business systems, databases, or reporting tools.
• Ability to work independently while collaborating across teams.

Preferred Qualifications

• Experience supporting clients or technology-based services.
• Experience with CRM, ticketing, workflow, or project management tools.
• Familiarity with operational reporting and data analysis.
• Knowledge of Pearson VUE testing services, IntelliVUE, Service Direct, or related platforms.

You’ll be a strong fit if you bring:

• Ability to prioritize, communicate clearly, follow through, and adapt when priorities shift.
• Accountability and follow-through
• Operational excellence
• Collaboration and teamwork
• Problem-solving and decision-making
• Adaptability and resilience
• Professional judgment and reliability

Why Join Pearson Professional Assessments?

At Pearson Professional Assessments, your work helps people take the next step in their education, careers, and professional goals. You’ll support global testing programs, collaborate with teams across the business, and build skills that can grow with you.

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $26.44 - $28.85 .

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 [e-mail].

Job: Customer Success

Job Family: GO TO MARKET

Organization: Assessment & Qualifications