Associate, Customer Service

Pearson; Phoenix (AZ); On-site; USD 55,104,000 - 60,174,000; Full time

Job summary

Pearson is seeking a Customer Service Representative – Continuing Education in Phoenix, AZ to handle letters, inquiries, and data updates for courses and providers. You will respond via phone, chat, and email, maintain contact records, and process credits as needed.

Schedule is 09:30 AM - 06:00 PM EST, with compensation paid hourly. The role emphasizes strong customer service, MS Office expertise, and the ability to work with various teams in a fast-paced environment.

Qualifications

• 5+ years experience with customer service in a business environment.
• Strong working knowledge of Microsoft 365.
• Excellent oral and written communication skills.

Responsibilities

• 55% -- generate course, instructor and provider approval and renewal letters. Update contact information
• 35% --Answer incoming calls from agents and providers
• 10% -- Other duties as assigned

Skills

Customer service experience

Microsoft 365

Excel

Word

Oral and written communication

Organizational skills

Time management

Multi-tasking

Independence

Customer service patient demeanor

Professional interaction with mgmt and

Tools

Microsoft 365

Job description

SCOPE AND IMPACT OF JOB

The Customer Service Representative – Continuing Education is responsible for generating approval, denial, and renewal letters for courses and providers, distributing these notices via email. The role also includes handling incoming inquiries from providers, licensees, and clients through calls, chats, and emails. The Customer Service Rep is also responsible for updating contact info and entering and removing course credits when required.

Working closely with insurance clients, providers, and licensees, the Customer Service Representative – Continuing Education responds to inquiries through both verbal and written communication via phone, chat, and email.

SCHEDULE: 09:30 AM - 06:00 PM EST

REQUIRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

• 5 + years experience with customer service in a business environment
• Strong working knowledge of Microsoft 365

Skills, Knowledge and Abilities:

• Strong proficiency in Excel and Word is required
• Excellent oral and written communication skills
• Excellent organizational skills, time management and multi-tasking skills
• Ability to work independently
• Excellent customer service skills, patience and effective team working skills
• Ability to interact in a professional manner with various levels of management and with clients

PRIMARY RESPONSIBILITIES

• 55% -- generate course, instructor and provider approval and renewal letters. Update contact information
• 35% --Answer incoming calls from agents and providers
• 10% -- Other duties as assigned

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

The hourly rate for this role is $20.00 – $21.00.

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: GOTOMARKET

Organization: Assessment & Qualifications