Advanced Associate, Customer Service (Floor Coach) Pearson

HelpfulRemote; Northern (KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

HelpfulRemote is seeking a Floor Coach to support a teacher certification testing program. This remote, full-time role handles escalation for candidates, agents, and staff, and involves real-time problem solving, case research, and coaching teammates to ensure consistent service.

The ideal candidate will have strong communication, active listening, and CRM experience, plus the ability to work independently within documented procedures and market trends with program leads.

Qualifications

• Strong verbal and written communication skills.
• Active listening ability.
• Experience using CRM or case tracking systems.
• Comfortable working independently and following documented procedures.
• Ability to spot trends and collaborate with managers and program leads.

Responsibilities

• Serve as escalation point for candidates, agents, and staff during the exam process.
• Handle inbound calls and emails and troubleshoot issues in real time.
• Research problems in case management systems and document findings.
• Coach other team members on handling difficult candidate interactions.
• Collaborate with managers to keep service consistent.

Skills

Verbal communication

Written communication

Active listening

Independent work

Follow procedures

Trend spotting

Collaboration

Tools

CRM systems

Case tracking tools

Job description

This role supports a teacher certification testing program by acting as an escalation point for candidates, agents, and staff who need help during the exam process. The Floor Coach handles inbound calls and emails, troubleshoots issues in real time, researches problems in case management systems, and coaches other team members on handling difficult candidate interactions.

The employer wants someone with strong verbal and written communication skills, active listening ability, and experience using CRM or case tracking systems. Candidates should be comfortable working independently, following documented procedures, spotting trends, and collaborating with managers and program leads to keep service consistent.

This is a full-time remote position based in the United States, working 40 hours a week within contact center hours that run Monday through Saturday. New hires go through a structured training period before taking on regular shift responsibilities.

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