Manager Customer Service at Pearson (Boise, ID)

| Boise, ID
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The position is responsible for managing and developing a team of Higher Education Tier 3 Customer Service Escalation Agents. This includes determining long-range objectives and goals to meet business operation expectations, such as, but not limited to, professionally responding to or appropriate delegation of escalated customer issues; working closely with sales, managers, directors and executives to propose, develop and implement new processes, systems and department initiatives. Ensure work queues are managed and meet department SLAs. Manage high level escalations as well as major customer issues. Maintaining and developing policies and standards needed to provide excellent customer support and experiences for our customers.

Managerial Responsibilities :
  • This position will manage a team of Pearson Customer Service Escalation Agents based across North America, providing leadership, mentorship, coaching and career development including performance management.
  • Conduct regular 1:1 with team members
  • Oversee OneCRM UAT, ensuring the team maintains quality standards, identifies issues that impact the business and completes all testing within deadlines, among other UAT tasks.
  • Develop and maintain relationships with key stakeholders to build engagement and strengthen the impact of Support and ensure the team is aligned and able to handle all escalations.
  • Support cross-functional efforts to develop and improve product, process, training, documentation and communication.
  • This position will work closely with the Director of Operations Management to ensure KPIs are successful met by our vendor partner
  • Ensure the team achieves its overall quality goals, including assessing all of the data collected and identifying additional ways to use/report the data to improve quality.
  • Must be amenable to flexible scheduling throughout the year, especially around peak periods
  • Some travel may be required
  • Perform other duties as assigned by the manager

Qualifications & Skills
  • Associates degree and/or minimum 5+ years working in a customer service environment with some leadership experience and a proven track record.
  • Proven ability to identify trends and impact, driving resolution with other teams, as appropriate
  • Excellent interpersonal, written and verbal skills required, and a strong technical background with Pearson Higher Education products as well as the following applications and services required: Microsoft Office Suites, email programs (Outlook, etc.)
  • Ability to effectively present information and respond to questions from groups of managers, program team members, clients, customers and the general public.
  • Ability to set, analyze and meet performance targets for speed, efficiency and quality of the Customer Service Agent Operations group.
  • Ability to work with all levels of management and staff
  • Strong organizational skills
  • Detail-oriented with good follow-through on projects
  • Exercises good independent judgment and is self-motivated
  • Must show initiative, exhibit pride and passion in work, and be results-oriented.
  • Must be able to work under deadlines, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately.
  • Must be able to manage multiple projects concurrently and as required so each project is completed within set guidelines and timelines.
  • Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system required
  • This person 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 is important.
  • Reliable attendance and punctuality is critical to successful performance in this role.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required by theColorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $82,000 - $85,000. This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

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.

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


Organization: Higher Education

Schedule: FULL_TIME

Req ID: 3337
More Information on Pearson
Pearson operates in the Edtech industry. The company is located in Chandler, AZ, Iowa City, IA, Minneapolis, MN, Tupelo, MS, Concord, NH, Hoboken, NJ, Albuquerque, NM and San Antonio, TX. Pearson was founded in 1871. It has 29811 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 38 open jobs at Pearson, click here.
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