Customer Service Analyst

Pearson; Madison (WI); Remote; USD 26,000 - 29,000; Part time

Job summary

A leading education company is looking for a part-time Customer Service Analyst. This remote position involves providing support and training to school staff and customers, requiring strong customer service skills and educational knowledge. Candidates should be adaptable, technologically proficient, and able to work a regular schedule of 25 hours per week. The estimated salary ranges from $26,400 to $28,100 annually.

Qualifications

• Prior experience working within a Pearson Virtual Schools supported school or program.
• Help Desk queue agent experience is preferred.
• Team player track record is essential.

Responsibilities

• Handle inbound calls professionally and efficiently.
• Work to resolve issues that are called in or assigned.
• Collaborate with schools and corporate departments.

Skills

Exceptional phone manners and customer-service skills

Effective and consistent interpersonal skills

Clear verbal and written communications

Technologically proficient

Ability to multi-task and respond to change

Education

Degree in Education, Education Technology, or related field

Tools

Salesforce

Microsoft OS

MS Office

Google Applications

Job description

Position Summary:

Working remotely from a home office, the Part-Time Customer Service Analyst serves as part of a team dedicated to providing Pearson Virtual Schools employees and customers with exceptional support and training. All members of the School Support Help Desk Team help facilitate the ability of school-based employees to enhance the educational experience of students. The Part-Time Customer Service Analyst provides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems.

The Part-Time Customer Service Analyst will be responsible for answering inbound calls throughout their 5-hour, daily shift (25 hours/week) which will occur during the normal operating hours of 8:00 am EST – 6:00 pm EST. Calls often require research and follow up to fully resolve the issue. Research is aided by prior experience, SalesForce call flows, Connexus Help, Guides, and other materials.

Responsibilities:

• Handle inbound calls professionally, accurately, consistently, and efficiently
• Work to problem solve issues that are called in or assigned, until the issue is resolved
• Transfer inbound calls to the appropriate staff when applicable
• Work with IssueAware tickets (those assigned and those created), Salesforce, and other programs as needed to track and resolve issues
• Develop and maintain an in-depth expertise in Connexus, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff
• Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership
• Work collaboratively as a member of the Customer Support team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments

Qualifications:

• Degree in Education, Education Technology, or a related field required - Prior Experience with Pearson Virtual Schools can substitute for this requirement
• Prior experience working within a Pearson Virtual Schools supported school or program
• Familiarity with the Learning Management Systems (Pearson Connexus, or GradPoint)
• Exceptional phone manners and customer-service skills
• Clear verbal and written communications
• Effective and consistent interpersonal skills
• Positive attitude with a customer-focused approach
• High degree of adaptability and flexibility
• Commitment to a regular schedule of a 5-hour shift during normal operating hours from 8:00 am EST – 6:00 pm EST following break protocols as outlined by the employee handbook
• Demonstrated ability to work well in fast-paced environment
• Ability to multi-task and respond to change
• Team player track record and commitment to a group-oriented approach
• Technologically proficient (especially with Microsoft OS, MS Office, and Google Applications)
• Help Desk queue agent experience is preferred

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. The part-time salary range is between $26,400 - $28,100.

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.