Remote Senior Customer Relations Specialist

Pearson; BLOOMINGTON (MN); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Pearson is seeking an Advanced Associate, Customer Service to join our team. Based in Bloomington, Minnesota with a global footprint, you’ll be the Level 2 escalation point for complex customer issues and work with multiple internal teams to resolve them.

You’ll handle inquiries via phone and email, maintain case data, and ensure SLA adherence while delivering first-class service. A Bachelor's degree and 2 years of related experience are preferred.

Qualifications

• 2 years of experience in a similar/related position.
• Bachelors degree or equivalent as a minimum.
• High levels of customer service skills.

Responsibilities

• Serve as the Level 2 escalation point for complex customer and service-related issues, ensuring timely and effective resolution.
• Actively demonstrate the application of concepts and guidelines.
• Act as a trusted escalation resource for service delivery challenges, collaborating with internal teams as needed to resolve issues.
• Accurately capture and maintain customer and case information within internal databases and systems.
• Serve as a point of contact for Program Managers and clients for complex and service-related issues.
• Monitor and maintain Service Level Agreements (SLAs) across multiple Lines of Business (LOBs).
• Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion, ensuring accountability and visibility.
• Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding client policies and internal procedures.

Skills

Customer service

Communication skills

Team player

Attention to detail

Adaptability

Education

Bachelors degree or equivalent

Tools

Microsoft 360 OneDrive

Excel

Word

Job description

Pearson is seeking an Advanced Associate, Customer Service to join our team. Based in Bloomington, Minnesota with a global footprint, you’ll be the Level 2 escalation point for complex customer issues and work with multiple internal teams to resolve them.

You’ll handle inquiries via phone and email, maintain case data, and ensure SLA adherence while delivering first-class service. A Bachelor's degree and 2 years of related experience are preferred.