Advanced Associate, Customer Service
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Job Description
Accommodations Scheduling Coordinator providing operational support to clients and candidates ensuring testing accommodations are correctly implemented. Handling inquiries, scheduling exams, and coordinating with clients and vendors.
Responsibilities:
- Accommodation Scheduling & Implementation
- Interface with clients, candidates, and internal teams to ensure exceptional service is provided.
- Correctly and efficiently execute requests for candidates approved to test with accommodations following client specific guidelines, enabling Accommodation Scheduling team to meet 1 business day KPI.
- Work directly with service provider vendors to schedule all ancillary support including readers, recorders, sign language interpreters, and translators per client requirements.
- Responsible for coordination with internal teams to ensure all necessary equipment, software, and exam content is prepared and shipped to appropriate test center for exam day.
- Communicate all details of exam appointment to Pearson VUE test centers or other external testing locations to ensure site is properly prepared on exam day.
- Become a subject matter expert (SME) on test center capacity guidelines to ensure test center efficiency KPIs are met.
- Support Contact Center and Channel staff handling accommodations via Accommodation Scheduling Helpdesk lines.
- Client Support
- Serve as primary contact for clients on accommodation scheduling and implementation inquires.
- Receive and manage accommodation approval data from clients, ensuring information is updated accurately, securely, and in a timely manner.
- Identify and escalate non-standard requests to Accommodation Review team, ensuring proper implementation of the candidate's accommodation approvals.
Requirements:
- High School Diploma or equivalent experience preferred
- 2+ years in a customer service position
- Strong professional communication and time management skills as well as excellent attention to detail
- Ability to exercise discretion in handling confidential material
- Proficiency in MS Office
Benefits:
- Additional 10% for Bilinguals (Spanish, French and Portuguese)
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