Remote Program Lead — Customer Service (Advanced Associate)

Pearson; Olympia (WA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson-supplied设备

Medical, dental, life insurance

Tuition reimbursement

401(k) retirement plan

Annual bonus potential

Job summary

Pearson is seeking an experienced Program Lead for Advanced Associate, Customer Service. This remote US role supports the Evaluation Systems group within Pearson's customer contact center, coordinating program updates, escalations, and documentation across teams to ensure top-notch service for candidates and clients.

The role emphasizes empathy, clear communication, and adherence to procedures while collaborating with Operations and Program Management to deliver consistent support and timely

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years of customer service experience preferred.
• Call center experience preferred.
• Basic technical troubleshooting experience preferred.

Responsibilities

• Acts as a liaison with assigned Program teams and other departments, bringing information into the CCC and communicating program updates out to CCC staff.
• Maintains awareness of CCC activity, identifies issues, trends, or service impacts that require follow-up.
• Manages escalations and escalated callbacks, ensuring inquiries are handled accurately, professionally, and according to procedures.
• Manages Tier 2 technical support needs and researches issues using available systems and materials.
• Ensures callbacks and cases are documented in the CRM or case management system.
• Informs CCC staff of program changes, updates, process revisions, and other information needed to support service delivery.
• Collects and analyzes information to report on trends and support solutioning.
• Ensures security procedures are followed during all customer interactions.
• Collaborates with managers, Program teams, Operations, and CCC staff to resolve program issues.
• Understands candidate and client expectations and adapts communication to meet interaction needs.

Skills

Customer service

Call center

Technical troubleshooting

Microsoft Office

English communication

Education

High School Diploma

Tools

Word

Excel

CRM software

Job description

Pearson is seeking an experienced Program Lead for Advanced Associate, Customer Service. This remote US role supports the Evaluation Systems group within Pearson's customer contact center, coordinating program updates, escalations, and documentation across teams to ensure top-notch service for candidates and clients.

The role emphasizes empathy, clear communication, and adherence to procedures while collaborating with Operations and Program Management to deliver consistent support and timely