Job Description

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At Pearson, our purpose is simple; to add life to a lifetime of learning. We envision a future where everyone can realize the life they imagine through learning. To achieve this, we create vibrant and enriching learning experiences designed for real-life impact.

For over 20 years, Pearson Virtual Schools has been reimagining K-12 education with full-time virtual schools for students who want a personalized, more flexible approach to learning. Our flagship products and services include Connections Academy, US-based online public charter schools; Pearson Online Academy, a global online private school; and Pearson Connexus, our comprehensive online school program for school districts nationwide.

The following description is intended to describe the general nature of the job that may include other duties as assumed or assigned; it is not intended to be all-inclusive or limit the position's duties.

Position Summary:

Working remotely from a home office, the Student Services Associate will act as a primary point of contact for families enrolled in a Connections Academy or Pearson Online Academy program. This position will report to the Supervisor of Student Services as a part of the Customer Engagement & Retention Department.

The Customer Engagement & Retention Department provides customer support, onboarding support, and academic placement support for both new and continuing students. They are accountable for delivering the right messages to the right people at the right time to grow and achieve retention goals.

This position is intended to support families in Eastern Standard Time or Central Standard Time. The standard work hours for this position are Monday - Friday 9 am to 6 pm EST.

Primary Responsibilities:

• Assisting families through an inbound phone queue with questions and account updates,
• Serves as a student advocate to assist students and families through navigating their enrolled experience,
• Reviewing student accounts holistically to be able to speak to outstanding tasks or recommended actions to ensure the continuing student's success,
• Organize and complete assigned workflow to ensure effective time management, accurate data integrity, efficient communication, and student retention.
• Maintain student accounts and records, documenting, and logging information into the online systems accurately.
• Participates in outbound call campaigns to assist with onboarding as well as retention,
• Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA)).
• Other duties as assigned.

Required Skills:

• Excellent verbal and written communication skills.
• Displays self-confidence, patience, empathy, and availability while connecting with students and families; understands and adapts quickly to multi-generational needs and characteristics.
• Ability to handle troubleshoot escalated issues with a goal of deescalating the issue.
• Problem-solving attitude with an ability to achieve goal driven outcomes.
• Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint).
• Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.

Qualifications:

• Call center and customer service experience preferred.
• Experience working in a fast-paced work environment with students and families.
• Experience working in a virtual environment.
• Prior experience working with multiple EMS/SIS/Enrollment platforms.
• Bachelor's degree is a plus, but not required.

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the Colorado, California, Washington State, New York State and New York City laws, the pay range for this position is as follows:

Full-time salary range is $21.63/HR ($44,990.40)

This position is not bonus eligible, and information on benefits offered is here.

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 ppsmhr@pearson.com.

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: Virtual Learning

Schedule: FULL_TIME

Req ID: 14849

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