Detail of : Manager, Customer Service and Engagement Job Opening in Tallahassee
We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.
Reports to the Director, Customer Service and Engagement and is responsible for the oversight of all customer service queues (e.g., general assistance to currently enrolled families, student technical, and school technical support).
Proactively monitor operational performance to ensure the needs of customers to OBL internal teams are represented in order to improve their experience including product and solution enhancements. Negotiates internally at senior levels regarding important issues within their own area.
Own metrics such as churn, expansion, renewals, upsells, response times, CSAT, and NPS
Manages a team of professionals and/or leads substantial projects, adapting plans and priorities to meet objectives
Leads through providing technical direction across the business, or through a team, impacts the achievement of substantial projects, operational or customer objectives
Recognizes the impact of change on others, and leads through positive behavior and coaching
Initiate and drive appropriate change in process, tools and capabilities that increase effectiveness while improving the consumer experience by seeking and implementing best practices and exceeding industry standards for customer experience
Working effectively with CA Enrollment and POA Recruitment Managers to transition onboard customers into the organization effectively
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-RE-Remote
Work Locations: US-Remote Remote
Job: Customer Service
Organization: North America
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Nov 11, 2020
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 2009898
is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including
For further information, please refer official source from Pearson Career Center on following link below. If you meet the requirement and are interested in building a future career with Pearson, please register yourself at :
All application will kept strictly confidential.
Only short-listed candidates will be contacted.
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