Customer Service Escalation Specialist

Customer Service, Escalation Specialist - Canada

At Pearson, were committed to a world thats always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether its one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the worlds innovations, personal and global, large, and small.

The Customer Service, Escalation Specialist role is responsible for providing dedicated customer service support to our Pearson customers, Sales VPs and Team and our vendor partner. The ideal candidate can deliver services and information in a professional and efficient manner utilizing multiple computer platforms and applications. Applicants should have vast knowledge of Higher Education customer service policies and procedures. Successful representatives will be able to perform in a high-volume pressure -filled environment with appropriate prioritization of escalation case load and supporting team member questions via virtual chat room(s). Incumbents are monitored on a random basis by members of the management team to ensure the highest quality of service to our customers. Strong project management skills, resourcefulness, and excellent communication skills are keys to success in this role.

Primary Responsibilities:

• Handle all incoming escalations within established procedures & performance standards for the Pearson Higher Education Sales Team. Standards are established for accuracy, turnaround times, and professionalism.
• Handle executive escalations, provide details and actions in high level summary
• Manage sales team information needs (Inventory questions, order changes, customer facing system issues, etc.)
• Dedicated support to Sales VPs, Directors and Sales Team
• Effectively take control and manage escalated/challenging situations to ensure a positive customer experience
• Assist with special projects as assigned
• Dedicated support to major customer accounts
• Provide virtual support to outsource partner by answering questions, provide training and clarifications of processes when needed
• Oracle issue resolution including creating tickets, troubleshooting, and testing when needed
• Collaborating with internal teams to provide a better customer service experience
• Leading projects, attending meetings with key customers
• Assist with training and feedback to remote teams

Qualifications:

• Experience in efficiently resolving escalation inquires (account/order discrepancies, customer ordering issues, including but not limited to order tracking, digital system support, claims, etc.)
• Experience working in an ERP (enterprise resource planning) system used to support customer service inquiries, Oracle ERP experience a must
• Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must
• Demonstrated excellent written and verbal communication skills - Ability to think creatively, adapt to circumstances, and learn from co-workers, and share information and experiences
• Proven ability to deliver excellent CS skills via CSAT survey comments and feedback from the sales team
• Demonstrated excellent analytical skills, in conjunction with a structured, systematic approach to problem solving
• Proven excellent organizational and time management skills with the ability to meet multiple deadlines
• Ability to learn and actively seek new skills and keep pace with emerging technologies
• Self-motivated with the ability to manage several ongoing tasks and priorities with minimal supervision
• Ability to work collaboratively with cross-functional/ cross-company teams
• Be flexible to schedule changes or additional coverage, particularly during peak periods
• Reliable, attendance and punctuality is critical to successful performance in this role. If a Pearson applicant, current record must reflect this.
• Must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Ability to handle a high volume of work in a short period of time, handle multiple priorities simultaneously and operate in a demanding work environment
• Must be able to exercise and execute good judgment
• Open to change and new innovations

Job: Customer Success

Job Family: CUSTOMER SERVICE

Organization: Higher Education

Schedule: FULL\_TIME

Req ID: 19797

Information :

• Company : Pearson
• Position : Customer Service Escalation Specialist
• Location : Toronto, ON MR A
• Country : CA