Remote Customer Service Floor Coach - Pearson USA — Columbus

Floor Coach (Advanced Associate, Customer Service)

At Pearson, our purpose is to help people realize the life they imagine through learning. We're a place where talented people with different viewpoints can have their voices valued and heard, and we're intentionally building a culture of belonging designed to attract and promote innovative, skilled people — where everyone has the opportunity to make progress in their careers.

Your Opportunity

Join the Evaluations Systems group of Pearson's 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% 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 Pearson values into everything we do, this is the place for you.

Position Details

• Title: Advanced Associate (Floor Coach)
• Location: Remote, based in the United States
• Hours: Regular full-time, 40 hours/week, five days a week. Contact Center hours: Monday–Friday 7:00 a.m.–8:00 p.m. and Saturday 8:45 a.m.–5:15 p.m. Eastern Time.
• New Hire Training: During your first few weeks of onboarding, you'll follow a training schedule to build a foundation of required knowledge.

Primary Responsibilities

Customer Support and Troubleshooting

• Serves as primary escalation contact for all inbound customer inquiries; requires proficiency across all Evaluation Systems' programs, products, and services.
• Responds to customer issues by analyzing situations and performing necessary actions to reach resolutions using internal processes and critical thinking skills.
• Actively demonstrates the application of concepts and guidelines.
• Tracks and documents support tasks using an established CRM system; ensures proper notation of customer problems or issues.
• Finds best solutions for customers while adhering to client policies and internal procedures.
• Ensures proper security procedures are followed during all customer interactions and when handling candidate or customer information.
• Collects essential and relevant information to highlight trends; shares findings with internal stakeholders to drive solutions.
• Follows through on commitments and takes responsibility for results; effectively prioritizes tasks and identifies/proposes solutions for barriers to leadership.
• Assists team members by using system tools to research issues, provide real-time guidance, and support staff who need assistance with candidate calls.
• Works with team members to reduce unnecessary escalations and ensure customer issues are resolved quickly, accurately, and in alignment with established procedures.
• Collaborates with Managers and Program Leads to share trends, resolve program-specific issues, and support consistent service delivery.
• Performs other duties as assigned.

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 needs within department guidelines.
• Identifies customer needs and expectations through active listening, clarifying questions, and adapting communication to support each interaction.
• Provides clear and concise directions to live customers while troubleshooting and/or explaining policies and testing procedures.
• Promptly and accurately addresses customer inquiries using approved systems, published materials, websites, internal procedures, and other available resources.
• Anticipates customer needs; identifies and resolves issues that impact the delivery of quality service.
• Uses active listening to understand customer concerns; demonstrates comprehension by asking probing questions, providing supportive directions, and offering empathetic reassurance during high-stress situations.
• Demonstrates ability to research, analyze, interpret, and document candidate interactions.
• Exhibits a positive, can-do attitude; meets new challenges and changes with an open mind; demonstrates commitment to the role and to supporting candidates.

Background Requirements

Education and Experience

• Minimum: High School Diploma or equivalent
• Previous customer service experience, 3+ years preferred
• Previous experience in a call center environment preferred
• Basic technical troubleshooting experience preferred

Key Characteristics We Are Looking For

• Passion for customer service and joy in helping others succeed
• Patient, positive, compassionate, and friendly demeanor
• Eagerness to learn and willingness to adapt as business needs change
• Proficient in standard technology: PC operations, web browsing, Microsoft 365 (OneDrive, Word, Excel), and related applications
• Conflict management skills; diplomatic and views feedback as a growth opportunity
• Excellent time management, organizational, and problem-solving skills
• Excellent oral and written communication skills in English required; Spanish language skills are a plus but not required
• Ability to deal with ambiguity and overcome objections
• Strong attention to detail and good listening skills
• Willing and able to work assigned shifts; flexible work arrangements and time off may be limited during periods of high business demand. All overtime must be approved in advance.

Benefits

Pearson offers a generous benefits package that includes:

• Salary: $18.10–$21.75 per hour
• Paid sick time, 10 observed holidays, and vacation allotments
• Medical, dental, and life insurance
• Tuition reimbursement
• 401(k) retirement package
• Work from home with Pearson-supplied hardware and support (employees are responsible for securing reliable internet and must have a smartphone for Multifactor Authentication)
• Potential for an annual bonus

Compensation Note

Compensation at Pearson is influenced by skill set, level of experience, and specific location. As required by Colorado, California, Washington State, New York State, and New York City laws, the full-time hourly pay range for this position is $18.10–$21.75 per hour. This position is eligible to participate in an annual incentive program. Benefits information is available at pearsonbenefitsus.com.

Applications will be accepted through August 21, 2026. This window may be extended depending on business needs.