Advanced Associate, Customer Service (Floor Coach)

Floor Coach (Advanced Associate, Customer Service)  At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers.Your Opportunity    Join the Evaluations Systems group of Pearson customer contact center team where we are dedicated to helping support candidates and clients throughout their certification testing process. The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring.  We work in a collaborative environment and are passionate about education.  Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).   The Floor Coach is an escalation point for our custom teacher licensure testing program candidates who may require assistance throughout the exam process. As an Advanced Associate, you will focus on both live troubleshooting and post-issue research within the case management systems. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.   The Floor Coach is responsible for responding to a high volume of inquiries about the Company's products or services by following standard scripts, policies and procedures.  The Floor Coach responds to inbound calls and emails from educator preparation programs, agent support staff, examinees, and others, regarding teacher certification programs. This individual will work independently within the Customer Contact Center (CCC) on related project and program activities. Like every department within Pearson, our work goes beyond just delivering exams and focuses on our ability to allow learners to flourish. We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow. Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals.   Title: Advanced AssociateLocation: This is a remote position based in the United States.Hours: This is a regular full-time position working a 40-hour shift, five days a week. Customer Contact Center hours of operation are Monday–Friday 7:00 a.m. to 8:00 p.m. and Saturday 8:45 a.m. to 5:15 p.m. Eastern Time.New Hire Training: During your first few weeks of onboarding, you’ll be asked to adhere to a training schedule that allows our teams to show you the ropes and create a foundation of required knowledge you’ll use throughout your career with Pearson.PRIMARY RESPONSIBILITIES  Customer Support and Troubleshooting  Serves as primary escalation contact for all inbound customer inquiries. Requires proficiency across all Evaluation Systems' programs, products, and services.Responds to customer issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.Actively demonstrates the application of concepts and guidelines.Tracks and documents support tasks using an established CRM system and ensures proper notation of customer problems or issues. Finds best solutions for customers while adhering to and upholding client policies and internal procedures.  Ensures proper security procedures are followed during all customer interactions and when handling candidate or customer information.Collects essential and relevant information to highlight trends, shares findings with internal stakeholders to drive solutioning.  Follows through on commitments and takes responsibility for results, effectively prioritizing tasks. Identifies and proposes solutions for barriers to leadership.Assists team members by using system tools to research issues, provide real-time guidance, and support staff who need assistance with candidate calls.Works with team members to reduce unnecessary escalations and ensure customer issues are resolved quickly, accurately, and in alignment with established procedures.Collaborates with Managers and Program Leads to share trends, resolve program-specific issues, and support consistent service delivery.Performs other duties as assigned.Deliver first-class customer service Understands the expectations of a test taker and adapts communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines. Identifies customer needs and expectations by using active listening, asking clarifying questions, and adapting communication to support each customer interaction.Illustrates effective verbal and written communication skills. Provides clear and concise directions to live customers while troubleshooting, and/or explaining policies and/or testing procedures. Promptly and accurately addresses customer inquiries by using approved systems, published materials, websites, internal procedures, and other available resources to research and resolve issues.Anticipates customer needs; identifies and resolves issues that impact the delivery of quality service.Uses active listening to understand the customer’s concerns, demonstrates comprehension of the issue by asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations. Demonstrates abilities to research, analyze, interpret, and document candidate interactions. Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate. Background RequirementsEducation and ExperienceMinimum High School Diploma or equivalent    Previous customer service experience, 3+ years preferredPrevious experience in a call center environment preferredBasic technical troubleshooting experience preferredKey characteristics we are looking forPassion for customer service and finds joy in helping others succeed. Patient, positive, compassionate, and friendly demeanor.Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.Proficient in standard technology, including PC operations, web browsing and navigation, Microsoft 365 OneDrive, Word, Excel, and other related applications.Conflict management skills; diplomatic and sees feedback as an opportunity for growth.Demonstrates excellent time management, organizational, and problem-solving skills; can quickly and effectively adapt to changes.Excellent oral and written communication skills in English required.Spanish language skills are a plus but not required.Ability to deal with ambiguity and overcome objections.Strong attention to detail and good listening skills.Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.Benefits Pearson offers a generous benefits package that includes:Salary: $18.10–$21.75 per hour.Paid sick time, 10 observed holidays, and vacation allotments.Medical, dental, life insurance, tuition reimbursement, and 401(k) retirement package.Work from home with Pearson-supplied hardware and support. Employees are responsible for securing reliable internet and are required to have a smartphone to set up Multifactor Authentication (MFA).This position also has the potential for an annual bonus.Schedule40 hours, five days a week.Workplace EnvironmentWe provide ongoing training and development of skills to support each individual’s success and personal growth within the position, with a focus on soft skills and cross-departmental functions.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 Colorado, California, Washington State, New York State, and New York City lawsThe pay range for this position is as follows: the full-time salary range is $18.10–$21.75 per hour.This position is eligible to participate in an annual incentive program, and information on benefits offered is available through Pearson at https://pearsonbenefitsus.com/Applications will be accepted through August 21, 2026. This window may be extended depending on business needs.