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Pearson Call Center Representative, Temporary in Des Moines, Iowa

Call Center Representative, Temporary - ( 2102987 )


Basic Purpose and Objectives

Provide exceptional inbound and outbound general and technical support to internal customers by demonstrating a friendly and helpful attitude, promptness, attentiveness, and a focus on resolving issues efficiently on the first contact.

Organizational Relationships

Reports to and direction received from:

Scoring Support Shift Supervisors (Primary)

Scoring Support Manager (Secondary)

Overall Functions and Responsibilities

  • These positions will include shifts which cover center hours from 7am to 11pm Monday through Friday and 9am and 5pm on Saturday and Sunday.

  • May be required to work a rotating shift schedule and weekends.

  • Responsible for providing accurate answers to internal customer questions or concerns in a courteous, efficient, and customer-service focused manner via phone, email or chat.

  • Responsible for the diagnosis and complete resolution of technical issues in a courteous, efficient, and customer-service-focused manner via phone, email or chat using documented solutions.

  • Responsible for calling remote employees in an efficient, courteous, and supportive manner.

  • Serve as an escalation point as needed to the appropriate department for resolution.

  • Responsible for independent and timely resolution of routine issues, and for notifying management of non-routine issues that need immediate attention.

  • Provide complete documentation of issues handled.

  • Responsible for staying current on issues that impact our internal customers and competent by continually referring to and utilizing support resources.

  • Perform other related duties as assigned.

Working Conditions

Office environment.

NOTE: Hours may vary or change, depending upon needs of business. Pearson 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.


Education, Skills, and Knowledge

  • High School Diploma or equivalent required.

  • Must possess excellent customer service skills.

  • Call center experience is preferred.

  • A very friendly and helpful attitude and the ability to manage simultaneous tasks.

  • Ability to work as a member of a team is required.

  • Must have excellent oral and written communication skills.

  • Excellent attendance is required.

  • Experience working with a PC and a Windows environment is required.

  • Experience working with a Mac is preferred, but not required.

Primary Location : US-RE-Remote

Work Locations :



Job : Customer Service

Organization : Assessments School

Employee Status : Fixed Term

Job Type : Standard

Job Level : Entry Level

Shift : Day Job

Travel : No

Job Posting : Feb 22, 2021

Job Unposting : Ongoing

Schedule: : Full-time Temporary

Req ID: 2102987