Hob: Bilingual SPANISH/ENGLISH Customer Service Representatives

Pearson VUE

5601 Green Valley Dr.
Bloomington, MN 55437

Company 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 world’s 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. The Evaluation Systems group of Pearson offers dynamic teacher licensing and performance assessment solutions. Our custom teacher licensure testing programs are 100 percent aligned to state standards. We also provide a wide variety of teacher licensure testing services such as test development, administration, and scoring. We work in a collaborative environment and are passionate about education. 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).
Salary Range:Location:
Per Year ,
Job Type:Category:
Full TimeCustomer Service
Education Level:Work Experience:
High School or Equivalent
Preference: Required
Up to One Year
Preference: Preferred
Bilingual Spanish/English language skills - Preference: Required
Customer Service - Preference: Preferred
Livechat - Preference: Nice to have

The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The CSR takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.


Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least two communication channels.

Identify customer needs and expectations

Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)

Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.

Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.

Maintain quality service by following established policies and procedures

Ensure proper security procedures are followed on all customer interactions

Normal business hours are M-F, 8 am - 8 pm, and Saturday 8:45 am - 5:15 pm.

A regular schedule will be determined with the manager based on the needs of the business.
Education and experience

High School diploma, or equivalent. Bachelor’s degree is preferred
Previous customer service experience, prefer 1 -3 years
Experience with a call center management phone system
Must be Bi-Lingual, fluent in English and Spanish

Skills, knowledge and abilities

Knowledge of organization’s products, services, and business operations
Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
Should have knowledge for Google Suite of products (Gdocs, Gsheets, etc)
Demonstrate excellent time management, organizational, and problem solving skills
Excellent oral and written communication skills.
Strong attention to detail and good listening skills
Experience with LiveChat a plus