Senior Customer Service Operations Support Administrator

The Senior Customer Service Administrator , working under the direction of the Accommodations Manager and with the Senior Accommodations Specialists, is responsible for processing accommodation requests and communicating with candidates, advocates and clients for the Accessibility and Disability Services team.

Scope and Impact of the Job

Working with the leaders of the Accommodations Accessibility and Disability team, the Senior Customer Service Administrator provides support to clients and candidates within the accommodations request workflow. Incumbent will conduct assessments on files to determine completeness. Administrator will make decisions and recommendations depending on information provided, as their experience and education permit. Regarding more complex cases, Administrator will be asked to make an initial assessment and forward to senior leaders on the Accommodations Accessibility and Disability team.

The Administrator will also be responsible for projects that may include candidate, client, test channel, and internal stakeholder interaction.

Schedule

40 hours/week - 7am to 4:30pm or 8am to 5:30pm, slightly flexible schedule.

Qualifications

• Bachelor's Degree in a related field, such as Vocational Rehabilitation, Psychology, Special Education, or Social Work preferred
• 2+ years providing operational or project management activities in a corporate, education, rehabilitation, or mental health services environment
• 2+ years of customer service or student services experience
• Skills, Knowledge and Abilities:
• Project Management or Case Management experience
• Excellent interpersonal, verbal & written communication skills
• Strong time management, organizational, and planning skills
• Ability to exercise discretion in handling confidential material
• Ability to communicate professionally with a diverse population using tact and empathy
• Strong attention to detail
• Ability and willingness to learn new skills quickly
• Ability and willingness to adapt to the changes of a growing department
• Strong technical writing skills
• Proficiency in MS Office Suite, virtual meeting applications, and database applications

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also 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 building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are 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. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson's commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 12163