Candidate Relations Coordinator

Job Description

This position is associated with our American Fork, UT office. The ideal candidate would be located within the geographic area and able to come into the office as needed.

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career and we are now hiring for a Candidate Support Representative to join our successful team in American Fork. 

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). 

Your Opportunity 

Candidate Service

• Based in American Fork, Utah 
• Regular full-time position working 40 hours per week
• Pay rate is $18.00 per hour, paid to you every 2 weeks

At Pearson VUE we offer truly global career opportunities and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards and a competitive benefits package. When you join us as Customer Relations Program Coordinator, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.  

This is a truly exciting vacancy as you’ll be responsible for taking on many different types of interest from internal stakeholders relating to customers’ experience as a candidate taking one of our assessments/exams. Customer enquiries can come through our Customer Service team, through telephone calls and emails and your role is to understand the enquiry, ask questions and collaborate with our varied departments to investigate what happened. You will use your Customer Relations skills to take ownership of the enquiry so that we can deliver a positive outcome and take care of each and every valued customer.  

This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and you’ll have the opportunity to feedback, suggesting ways we can improve to avoid any customer issues from happening again. You may even have the chance to work with some of our Clients and help in some of our exciting projects!  

In this role you will work 5 days per week. So if you love delivering exceptional customer service and collaborating with professional co-workers, we would love to receive your application today! 

Our Successful Candidate 

This is a career-changing opportunity therefore we are looking for a passionate team-player with exceptional customer service skills. You should have excellent attention to detail and take pride in your professional communication ability, both verbal and written. You should have the curiosity and ability to investigate and seek out answers to questions over multiple technological platforms. 

• We require a high school diploma or equivalent level qualifications as a minimum.
• Bachelor's Degree, or equivalent work experience is preferred.
• Experience training, teaching, or coaching is desired.
• Time management skills and the ability to prioritize and multitask is necessary.

Take your career to a new level - we have many interesting and dynamic projects to look forward to in 2022 therefore now is the ideal time to join us for a highly rewarding and truly global career at Pearson VUE. 

 

Our Recruitment Process 

We are reviewing applications regularly and interviews are being scheduled now, therefore we encourage you to submit your application as soon as possible. Wishing you success with your application!  

Please let us know if you need anything else.

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 to and resolve customer queries
• Input accurate customer information into the database
• Provide performance feedback as required

Education and Experience: 

• Minimum High School Diploma or Equivalent
• Bachelor’s 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