Renewal Specialist

Pearson is an international media company with market-leading businesses in education, business information and consumer publishing. Pearson's education business represents about two-thirds of the company, and Penguin publishing and the Financial Times make up the balance. With more than 30,000 employees based in 60 countries, we are a family of businesses that draws on common assets, processes and shares a common purpose: to help our customers live and learn.Pearson is an Equal Opportunity Employer M/F/V/D, and a member of E-Verify. The Renewals Specialist is responsible for providing quality service to all internal and external customers with account inquiries and invoice renewal issues. This position requires the Specialist become familiar with our products, order processes, and pricing. Additionally, the Renewal Specialist is responsible for pursuing and securing support renewal contracts. This is a customer contact position with a specific target renewal goal.DUTIES AND RESPONSIBILITIESCUSTOMER SERVICE- Assist internal and external customers via phone and e-mail with account inquiries and resolution of renewal issues, keeping an audit trail of continuous dialogue and resolution.- Analyze customer subscription and support contracts using a computerized system.- Prepare invoice credit forms and rebill forms for corrective invoicing.- Manage information in various databases to record your activities and conclusions.- Generate and provide price quote(s) on Support Renewal contracts.- Passes leads of customers' interest in additional products or services to internal and/or external Account Executives.- Make recommendations for process improvements that will increase productivity and streamline the Support Renewal process.- Other duties and responsibilities as assigned.PURCHASE ORDER ACQUISITION- Proactively contact customers regarding their upcoming renewals.- Process contract changes and cancellations by compiling the appropriate paperwork.- Establish positive relationships and collaborate with intra-company teams for successful renewals management.- Identify process improvement and implement new procedures.- Meet assigned task schedules and participate in special team projects as needed and assigned. SKILLS AND OTHER REQUIREMENTS- Basic knowledge of company's or industry products desirable.- Computer skills with experience in Microsoft Office products required.- Strong customer service orientation with excellent oral and written communication skills.- Interpersonal skills with the ability to work in a cooperative team environment.- Must have a strong attention to detail, and be able to prioritize and multi-task to meet deadlines.- Capable of learning new software programs quickly.- Able to work with limited supervision.