Candidate Relations Coordinator

Pearson – Bloomington, MN

**Description**

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the worlds most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. 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 Candidate Relations Coordinator is responsible for providing excellent customer service and promoting Client programs by answering queries from Clients, candidates, internal personnel and Testing Site Administrators in a high quality and professional manner. The Candidate Relations Coordinator also assists the Sr. Candidate Relations Coordinator with the operational aspects of client testing programs and takes responsibility of providing employee feedback and handling escalated service-related issues.

SCOPE AND IMPACT OF JOB

Working closely with candidates and call center agents, the Candidate Relations Coordinator acts as an escalation point to provide high-quality customer service in the Customer Service Center. The Candidate Relations Coordinator also ensures smooth delivery of client programs including contact with the Clients.

PRIMARY RESPONSIBILITIES

Program and Client Service

+ Follow through with incidents, reports, and projects

+ Receive and respond to client queries

+ Ensure candidate results are sent to clients in accordance with KPIs

+ Act as an escalation point for service related issues

+ Promote client programs and products

+ Identify opportunities for improvement and efficiencies.

Call Center Support

+ Respond and resolve customer queries

+ Input accurate customer information into the database

+ Provide performance feedback as required

**Qualifications**

Education and Experience:
+ Bachelors Degree preferred or equivalent work experience

+ Experience training, teaching, or coaching

+ 3 years customer service experience preferred

Skills, Knowledge, and Abilities:
+ Excellent oral and written communication skills

+ Familiar with various training tools and models; understanding of learning styles preferred

+ Proficiency in Microsoft Office Suite (Access, Excel, Word, etc.)

+ Effective problem-solving skills

+ Conflict management skills

+ Strong organization skills

+ Interpersonal savvy and ability to influence and relate to others

+ Time management skills

+ Ability to deal with ambiguity and overcome objections

+ Quickly and effectively adapt to changes

+ Must be patient, positive, and professional

+ Strong customer service skills

+ Coaching skills preferred

+ Strong attention to detail

+ Ability to set and meet goals

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.

**Primary Location: ** US-MN-Bloomington

**Work Locations: ** US-MN-Bloomington-5715 Old Shakopee 5715 Old Shakopee Road Suite 100 Bloomington 55437

**Job: ** Customer Service

**Organization: ** Assessments VUE

**Employee Status: ** Regular Employee

**Job Type: ** Standard

**Shift: ** Day Job

**Job Posting: ** Apr 17, 2019

**Job Unposting: ** Ongoing

**Schedule: ** Full-time Regular

**Req ID: ** 1905254

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.

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