Advanced Associate, Customer Service Hourly

Pearson•Bloomington, MN

1d•$18•Onsite

About The Position

The Advanced Associate, Customer Service Hourly, also known in the industry as an Accommodations Scheduling Coordinator is responsible for providing operational support to clients and candidates to ensure testing accommodations are correctly implemented. Responsibilities include handling client and candidate inquiries related to testing with approved accommodations, scheduling exam appointments, and coordinating with clients, external vendors, internal teams, and test centers to ensure requirements are executed properly. The Accommodations Scheduling Coordinator is responsible for scheduling and coordinating all approved accommodations including but not limited to extra time, separate rooms, service providers, equipment, external software, and paper based exams. SCOPE AND IMPACT OF JOB Works directly with clients, candidates, vendors, test centers, and internal teams including Program Management, Accessibility & Disability Services, and Capacity Management Group (CMG) to implement accommodations that have been granted based on The Americans with Disabilities Act (ADA). An Accommodations Scheduling Coordinator is knowledgeable in client accommodation policies and enforces their guidelines while serving as the candidate advocate throughout the scheduling process. This role is responsible for working directly with multiple external service providers. Additional responsibilities include coordinating special projects as requested by clients to meet the needs of their candidates testing with accommodations.

Requirements

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

Nice To Haves

High School Diploma or equivalent experience preferred

Responsibilities

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.
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.