Order Processor (Remote)

The Order Processor is responsible for providing exceptional customer service to Pearson VUE customers (internal and external) through efficient, accurate, and engaging interactions in a highly structured contact center environment handling emails and phone calls.

CORE COMPETENCIES

1. Seek Customer Satisfaction

2. Share Information

3. Understand and Resolve Issues

4. Create Effective Plans

5. Show Initiative and Commitment

6. Demonstrate Credibility

PRIMARY RESPONSIBILITIES

50% - Email processing

25% - Inbound customer service phone calls

15% - Order fulfilment

10% - Other duties as assigned

REQUIRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

• High school diploma or equivalent required
• Six months customer service experience required

Skills, Knowledge and Abilities:

• Active listening skills
• Capable of applying sound judgment and critical thinking
• Strong interpersonal skills and ability to convey concern and empathy towards customers
• Ability to build and maintain positive working relationships
• Strong data entry skills
• Ability to demonstrate reliability and responsibility to ensure departmental needs are consistently met
• Strong time management skills
• Effective problem-solving skills
• Quickly and effectively adapt to changes
• Must be patient, positive, and professional
• Ability to set and meet goals
• Ability to exercise discretion in handling confidential material

PREFERRED KNOWLEDGE AND EXPERIENCE

Education and Experience:

• One year customer service experience preferred

Skills, Knowledge and Abilities:

• Excellent oral and written communication skills
• Multi-tasking abilities
• Working knowledge of Microsoft Word and Excel
• Proficiency navigating multiple computer systems concurrently
• Organizational skills and strong attention to detail
• Competence in efficiently and effectively locating and utilizing resources to resolve customer issues
• Capacity to learn and adapt in a fast-paced environment

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided 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.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL\_TIME

Req ID: 8189

\#location