Advanced Associate, Customer Service

Advanced Associate, Customer Service

Location: Flexible/Hybrid
Department: Client Services
Reports To: Team Manager, Client Services

About the Role

We are looking for an Advanced Associate to help keep client testing programs running smoothly. This role partners with Program Managers, supports client and candidate issue resolution, manages work requests, and helps improve Client Services operations.

This is a hands-on operations role for someone who enjoys solving problems, staying organized, and working across teams to keep client work moving.

What You'll Do

Client Program Support

• Partner with Program Managers to support daily client program operations.
• Complete client maintenance, configuration updates, and requested program changes.
• Support launches, enhancements, special projects, deadlines, and deliverables.
• Manage Client Services work requests, Service Direct cases, assignments, due dates, and status updates.
• Work with stakeholders to gather missing information, remove blockers, and keep requests moving.
• Provide test event support few times in a year, max 5 weekends where working additional hours is needed.
• Maintain procedures, knowledge resources, and operational documentation.
• Provide application and process guidance to Program Managers and internal teams.
• Identify and support improvements that increase efficiency, quality, and consistency.

What We're Looking For

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in client support, customer success, or operations.
• Strong organizational and time management skills.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to make sound decisions.
• Experience working with business systems, databases, or reporting tools.
• Ability to work independently while collaborating across teams.

Preferred Qualifications

• Experience supporting clients or technology-based services.
• Experience with CRM, ticketing, workflow, or project management tools.
• Familiarity with operational reporting and data analysis.
• Knowledge of Pearson VUE testing services, IntelliVUE, Service Direct, or related platforms.

Key Competencies

You’ll be a strong fit if you bring:

• Ability to prioritize, communicate clearly, follow through, and adapt when priorities shift.
• Customer focus
• Strong communication skills
• Attention to detail
• Accountability and follow-through
• Operational excellence
• Collaboration and teamwork
• Process improvement mindset
• Problem-solving and decision-making
• Stakeholder management
• Adaptability and resilience
• Professional judgment and reliability

Why Join Pearson Professional Assessments?

At Pearson Professional Assessments, your work helps people take the next step in their education, careers, and professional goals. You’ll support global testing programs, collaborate with teams across the business, and build skills that can grow with you.

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $26.44 - $28.85.

This position is not bonus eligible. Information on benefits can be found here.

Applications will be accepted through August 17, 2026. This window may be extended depending on business needs.