Advanced Associate, Customer Service (Floor Coach)

Floor Coach (Advanced Associate, Customer Service) At Pearson, our purpose is to help people realize the life they imagine through learning. Your Opportunity Join the Evaluations Systems group of Pearson customer contact center team where we are dedicated to helping support candidates and clients throughout their certification testing process.

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). The Floor Coach is an escalation point for our custom teacher licensure testing program candidates who may require assistance throughout the exam process.

As an Advanced Associate, you will focus on both live troubleshooting and post-issue research within the case management systems. If you are looking to work with a company that cares about its employees, including the importance of work-life balance, takes ownership of customer satisfaction, and cultivates an environment that integrates our Pearson values into everything we do – this is the place for you.

The Floor Coach 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 Floor Coach responds to inbound calls and emails from educator preparation programs, agent support staff, examinees, and others, regarding teacher certification programs.

This individual will work independently within the Customer Contact Center (CCC) on related project and program activities. Like every department within Pearson, our work goes beyond just delivering exams and focuses on our ability to allow learners to flourish.

We are looking for team members who are ready and able to deliver a first-class level of customer service to our candidates and clients through skills we will help sharpen and grow.

Our teams focus heavily on the importance of empathy and responding to candidate concerns – we don’t shy away from real-time feedback and consistent conversations with staff to ensure we never lose sight of our overall team, department, and company goals. Hours: This is a regular full-time position working a 40-hour shift, five days a week. m. m. m. m.

PRIMARY RESPONSIBILITIES Customer Support and Troubleshooting Serves as primary escalation contact for all inbound customer inquiries. Tracks and documents support tasks using an established CRM system and ensures proper notation of customer problems or issues. Finds best solutions for customers while adhering to and upholding client policies and internal procedures.

Collects essential and relevant information to highlight trends, shares findings with internal stakeholders to drive solutioning. Follows through on commitments and takes responsibility for results, effectively prioritizing tasks.

Deliver first-class customer service Understands the expectations of a test taker and adapts communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines. Illustrates effective verbal and written communication skills. Provides clear and concise directions to live customers while troubleshooting, and/or explaining policies and/or testing procedures.

Uses active listening to understand the customer’s concerns, demonstrates comprehension of the issue by asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations. Demonstrates abilities to research, analyze, interpret, and document candidate interactions.

Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.

Background RequirementsEducation and ExperienceMinimum High School Diploma or equivalent Previous customer service experience, 3+ years preferredPrevious experience in a call center environment preferredBasic technical troubleshooting experience preferredKey characteristics we are looking forPassion for customer service and finds joy in helping others succeed.

Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. Work from home with Pearson-supplied hardware and support. Compensation at Pearson is influenced by a wide array of factors, including but not limited to skill set, level of experience, and specific location. com/Applications will be accepted through August 21, 2026.

This window may be extended depending on business needs.