Job Description

Position Overview:

The Contact Center Agent (1.5 Role) is responsible for providing exceptional support to customers via phone, TEAMS, and web channels. This position primarily supports phone calls but also handles escalated cases, troubleshooting, and assists with case resolution across multiple channels. The role requires flexibility in scheduling, a collaborative mindset, and the ability to multitask effectively in a fast-paced environment.

Key Responsibilities:

Phone Support:

• Manage inbound customer calls, providing assistance and resolving issues efficiently.
• Support boutique customers and programs with specialized handling needs.
• Provide escalated support to Level 1 agents by troubleshooting, researching, and escalating customer cases as needed.
• Assist with customer cases via TEAMS when not on active calls.

Escalated Case Support:

• Monitor both the phone and escalated case queues.
• Address escalated cases in real-time and provide phone support simultaneously.
• Assist the Shared Service Tier 1 web cases and TEAMS when the escalated case queue is clear.
• Ensure timely handling of escalated issues and assist with Shared Service Tier 1 web cases when escalations are minimal.

TEAMS Support:

• Provide real-time support to Level 1 agents by continuously monitoring TEAMS channels for queries and guiding agents to relevant resources such as search terms, user manuals, and articles.
• Assist with case research and resolution to prevent formal escalation.
• Handle escalated cases from Level 1 agents requiring additional investigation and resolution.
• Maintain a professional and collaborative attitude while supporting internal teams and vendor partners through chat.

DSAT Review:

• Compile and communicate DSAT feedback to both the Pearson and CNX teams for further action and improvement.

Required Skills and Qualifications:

• Must be a proficient Spanish/English bilingual speaker
• Professional communication skills, both written and verbal.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple channels of communication (phone, Microsoft Teams, email).
• Strong attention to detail and the ability to handle escalated cases efficiently.
• Ability to work collaboratively with both internal teams and vendor partners.
• Previous experience in a customer facing or engagement role.
• Proficiency in using TEAMS, web-based case management systems, and call handling software.

Preferred Qualifications:

• College Degree Preferred
• Knowledge of Pearson products and services is a plus.

Work Environment and Schedule:

• The role requires flexibility with rotating responsibilities to ensure full coverage across all responsibilities.
• Ability to work remote/WFH (US Based Only)
• Applicants must have a stable and reliable internet connection, with sufficient upload and download speeds to perform tasks in a fully online environment effectively.
• Ability to work a split shift schedule, specifically from 8:00 AM to 12:00 PM CST and then from 2:30 PM CST to 6:30 PM CST.

What to expect from Pearson

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The hourly salary for this position is $21.63

This position is eligible to participate in the annual incentive plan, and information on benefits offered is here

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 Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

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 [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: SALES

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 18555

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