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Customer Experience Specialist

Company: Pearson
Location: Montgomery
Posted on: June 9, 2021

Job Description:

Customer Experience Specialist - ( 2106514 )DescriptionPearsons Clinical Assessment group offers internationally recognized products and services to meet our varied customers needs. We concentrate on merging innovation with quality test design to develop increasingly more effective tools for children and adults, educators and clinicians. Our customers are found in a variety of settings, including schools (preschool, K-12, university) and clinical settings (private practice, hospital/medical, corrections, clinics).We have a comprehensive portfolio of research-based instruments assessments for psychologists, speech language pathologists, occupational therapists, and related professionals that are valid, reliable and represent the highest technical quality in assessments today. These products include our gold-standard assessment contributions in cognitive/ability, memory, neuropsychology, behavior, personality/psychopathology, achievement and speech/language. Noted brands include the Wechsler and Kaufman families of products, MMPI, BASC, OLSAT, CELF, and PLS.Our large-scale assessments help state, district and school leaders make informed decisions and help learners reach their potential. At Pearson, we partner with schools and educational professionals at every level to help enhance instruction and improve learning outcomes.COMPANY DESCRIPTIONPearson is a global learning company based in London, UK. Pearson combines educational content and assessment, powered by services and technology. Their mission is to help people make progress in their lives through personalized learning. The learning specialist believes in the power of a vivid culture, so the team strives to embed diversity and inclusion in everything they do. Living a culture of innovation and learning, Pearson values every idea and perspective. Pearson is on the Bloomberg Gender Equality Index (GEI) for 2020 and has ranked on Fast Companys 2020s most innovative companies list. If you think you have what it takes to make a difference in people's lives, Pearson welcomes your application. Their job opportunities span a wide range of areas including educators, technology, sales, and more. A Pearson job will come with competitive pay and personalized benefit options.Pearson Clinical Customer Experience Specialist is the face of our Clinical Assessments Organization and will be responsible and accountable for ensuring ownership of excellent customer experience at every interaction throughout the organization. The vision of the Pearson Clinical Assessments Customer Specialist is to create strategic alignment to customer expectation, customer experience, outcomes, and goals by creating a hassle-free experience that supports customer retention, satisfaction, and growth that is mutually beneficial.Clinical Customer Experience Specialist support and assist psychologists, private clinicians, department heads, school administrators, principals, secretaries, and Pearson internal employees.This position requires the Clinical Customer Experience Specialist become well versed in all products and systems, beyond basic features and benefits, as they work closely with customers to determine optimal solutions to meet the needs of teachers, administrators and most importantly, the students. This account manager will work in our customer experience department and will work out of our corporate office. Candidate must be self-directed and focused on the achievement of customer experience and revenue goals.Duties:Ability to manage diverse efforts (point of sale order entry, up-selling, order inquiries, credit and billing, account management, supporting product queries, supporting technical issues, providing customer quotes)Ability to manage high volume inbound queue with some outbound expectations (customer follow up, order close out, etc.,)Respond to answer and solve incoming inquires via phone, email, and casesAccurately and efficiently resolve customer queries, gather information, and document all interactions appropriately within our customer relationship management toolFacilitate customer retention and customer resolution efforts as neededRequirements:Future Customer Experience candidates must possess a customer-focused mindset, be entrepreneurial spirited, showcase an ability to impact and enact the Pearson vision, drive accountable and change with momentum.Collaborate with Team Members including Field Sales, Marketing, Product Management, Tech Support, etc.,Desire to the be the face of the Pearson BrandAbility to display highly developed customer service soft skills including empathy and relationship building skillsAbility to work with a high degree of autonomy and able to direct work flowExceptional verbal and written communication skills; must be able to resolve customer issues via phone and/or emailExcellent listening skills are required for successExcellent troubleshooting/researching skills; ability to solve practical problemsStrong computer proficiency and navigational skills; ability to quickly move between systems while speaking to a customerKnowledgeable and proficient with Internet usage and terminology; working knowledge of current and older versions of Windows, MAC as well as working knowledge of current and older versions of iOS mobile devicesMust be able to exercise good independent judgmentAbility to make decisions and troubleshoot on your own, using various resources available is requiredAttention to detail and accuracy is a mustStrong time management and multitasking skills is requiredAbility to work through stressful situations effectively, handle a high volume of work in a short period of time, and handle multiple priorities simultaneouslyAbility to understand the end to end order management process which includes basic understanding of billing/credits, warehouse, manufacturing, and transportation functionsAbility to read and interpret a variety of documents, instructions, procedure manuals, sales catalogs, etc. furnished in oral, written or web basedExcellent customer follow-up skills required.Solid math skills including ability to add, subtract, multiply, divide, and apply basic business math functions.Ability to accurately, and efficiently document customer interactions within our Customer Relationship Management software.Salesforce CRM and/or Oracle experience is strongly preferredOTHER REQUIREMENTSAbility to work in a remote environment with a high degree autonomy and adherence to defined shiftPhysical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motionsAbility to work overtime as neededAbility to work well under pressure with heavy phone volumeReliable attendance and punctuality is critical to successful performanceMeet defined customer experience targets and support business revenue targetsAbility to recommend, position, upsell and cross-sell complimentary solutions and servicesConsistently meet role-specific Key Performance Indicators (KPIs) Formal education or equivalent:Degree in Psychology, Speech, Education, Education related field, or an allied field, required or equivalent experienceFormal education or equivalent:Degree in Psychology, Speech, Education, Education related field, or an allied field, required or equivalent experienceEducation and Clinical Assessments Industry experience a plus3-5 years experience as teacher/ educator, customer retention, customer escalation, order management experience preferred.Experience with Oracle and Salesforce is a plusComply with corporate and departmental policies, specifically as they relate to attendance, schedule adherence, conduct, and data security (HIPAA, PCI, PII, etc.).The anticipated starting hourly wage for Colorado-based individuals expressing interest in this position is $20.67. This position is eligible to participate in an annual incentive program.Benefits available to eligible employees can be seen at: is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.QualificationsPearsons Clinical Assessment group offers internationally recognized products and services to meet our varied customers needs. We concentrate on merging innovation with quality test design to develop increasingly more effective tools for children and adults, educators and clinicians. Our customers are found in a variety of settings, including schools (preschool, K-12, university) and clinical settings (private practice, hospital/medical, corrections, clinics).We have a comprehensive portfolio of research-based instruments assessments for psychologists, speech language pathologists, occupational therapists, and related professionals that are valid, reliable and represent the highest technical quality in assessments today. These products include our gold-standard assessment contributions in cognitive/ability, memory, neuropsychology, behavior, personality/psychopathology, achievement and speech/language. Noted brands include the Wechsler and Kaufman families of products, MMPI, BASC, OLSAT, CELF, and PLS.Our large-scale assessments help state, district and school leaders make informed decisions and help learners reach their potential. At Pearson, we partner with schools and educational professionals at every level to help enhance instruction and improve learning outcomes.COMPANY DESCRIPTIONPearson is a global learning company based in London, UK. Pearson combines educational content and assessment, powered by services and technology. Their mission is to help people make progress in their lives through personalized learning. The learning specialist believes in the power of a vivid culture, so the team strives to embed diversity and inclusion in everything they do. Living a culture of innovation and learning, Pearson values every idea and perspective. Pearson is on the Bloomberg Gender Equality Index (GEI) for 2020 and has ranked on Fast Companys 2020s most innovative companies list. If you think you have what it takes to make a difference in people's lives, Pearson welcomes your application. Their job opportunities span a wide range of areas including educators, technology, sales, and more. A Pearson job will come with competitive pay and personalized benefit options.Pearson Clinical Customer Experience Specialist is the face of our Clinical Assessments Organization and will be responsible and accountable for ensuring ownership of excellent customer experience at every interaction throughout the organization. The vision of the Pearson Clinical Assessments Customer Specialist is to create strategic alignment to customer expectation, customer experience, outcomes, and goals by creating a hassle-free experience that supports customer retention, satisfaction, and growth that is mutually beneficial.Clinical Customer Experience Specialist support and assist psychologists, private clinicians, department heads, school administrators, principals, secretaries, and Pearson internal employees.This position requires the Clinical Customer Experience Specialist become well versed in all products and systems, beyond basic features and benefits, as they work closely with customers to determine optimal solutions to meet the needs of teachers, administrators and most importantly, the students. This account manager will work in our customer experience department and will work out of our corporate office. Candidate must be self-directed and focused on the achievement of customer experience and revenue goals.Duties:Ability to manage diverse efforts (point of sale order entry, up-selling, order inquiries, credit and billing, account management, supporting product queries, supporting technical issues, providing customer quotes)Ability to manage high volume inbound queue with some outbound expectations (customer follow up, order close out, etc.,)Respond to answer and solve incoming inquires via phone, email, and casesAccurately and efficiently resolve customer queries, gather information, and document all interactions appropriately within our customer relationship management toolFacilitate customer retention and customer resolution efforts as neededRequirements:Future Customer Experience candidates must possess a customer-focused mindset, be entrepreneurial spirited, showcase an ability to impact and enact the Pearson vision, drive accountable and change with momentum.Collaborate with Team Members including Field Sales, Marketing, Product Management, Tech Support, etc.,Desire to the be the face of the Pearson BrandAbility to display highly developed customer service soft skills including empathy and relationship building skillsAbility to work with a high degree of autonomy and able to direct work flowExceptional verbal and written communication skills; must be able to resolve customer issues via phone and/or emailExcellent listening skills are required for successExcellent troubleshooting/researching skills; ability to solve practical problemsStrong computer proficiency and navigational skills; ability to quickly move between systems while speaking to a customerKnowledgeable and proficient with Internet usage and terminology; working knowledge of current and older versions of Windows, MAC as well as working knowledge of current and older versions of iOS mobile devicesMust be able to exercise good independent judgmentAbility to make decisions and troubleshoot on your own, using various resources available is requiredAttention to detail and accuracy is a mustStrong time management and multitasking skills is requiredAbility to work through stressful situations effectively, handle a high volume of work in a short period of time, and handle multiple priorities simultaneouslyAbility to understand the end to end order management process which includes basic understanding of billing/credits, warehouse, manufacturing, and transportation functionsAbility to read and interpret a variety of documents, instructions, procedure manuals, sales catalogs, etc. furnished in oral, written or web basedExcellent customer follow-up skills required.Solid math skills including ability to add, subtract, multiply, divide, and apply basic business math functions.Ability to accurately, and efficiently document customer interactions within our Customer Relationship Management software.Salesforce CRM and/or Oracle experience is strongly preferredOTHER REQUIREMENTSAbility to work in a remote environment with a high degree autonomy and adherence to defined shiftPhysical requirements; sedentary work requiring typing, hearing, speaking, extensive reading and repetitive motionsAbility to work overtime as neededAbility to work well under pressure with heavy phone volumeReliable attendance and punctuality is critical to successful performanceMeet defined customer experience targets and support business revenue targetsAbility to recommend, position, upsell and cross-sell complimentary solutions and servicesConsistently meet role-specific Key Performance Indicators (KPIs)Formal education or equivalent: Degree in Psychology, Speech, Education, Education related field, or an allied field, required or equivalent experience.Education and Clinical Assessments Industry experience a plus3-5 years experience as teacher/ educator, customer retention, customer escalation, order management experience preferred.Experience with Oracle and Salesforce is a plusComply with corporate and departmental policies, specifically as they relate to attendance, schedule adherence, conduct, and data security (HIPAA, PCI, PII, etc.).Primary Location : US-RE-RemoteWork Locations :US-RemoteRemoteJob : Customer ServiceOrganization : Assessments ClinicalEmployee Status : Regular EmployeeJob Type : StandardJob Level : Individual ContributorShift : Day JobTravel : NoJob Posting : May 5, 2021Job Unposting : OngoingSchedule: : Full-time RegularReq ID: 2106514

Keywords: Pearson, Montgomery , Customer Experience Specialist, Other , Montgomery, Alabama

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