Customer Service Operations Support Analyst

Pearson Education • Hartford, CT

390d • $63,000 - $68,000

About The Position

The Customer Service Operations Support Analyst plays a crucial role in the Accessibility and Disability Services Department by processing accommodation requests and providing support to candidates. This position involves reviewing case files, making accommodation determinations, and resolving complex issues through direct communication with candidates. The Analyst collaborates with team leaders to ensure a smooth workflow in handling high-volume accommodation requests, while also conducting assessments to determine eligibility for accommodations.

Requirements

• Bachelor's degree in special education, learning disabilities, psychiatric nursing, social work, or a related field; master's degree preferred.
• 2+ years of experience in a corporate, education, or mental health services workplace required.
• 2+ years of experience in a customer service or student services position preferred.
• Experience working directly with people with disabilities preferred.
• Working knowledge of the Americans With Disabilities Act (ADA) and related disability laws.
• Excellent interpersonal, verbal, and written communication skills.
• Effective conflict management skills.
• Strong attention to detail and ability to communicate professionally with diverse populations.

Nice To Haves

• Proficient in MS Office Suite applications, virtual meeting applications, and database applications.
• Ability to work independently or with minimal supervision.

Responsibilities

• Make decisions on routine accommodations requests with guidance from team leaders; escalate complex cases for review.
• Provide support to candidates needing assistance or clarification about accommodations decisions or the request process via email and phone.
• Coordinate with candidates, clients, test channels, and internal stakeholders to deliver requested accommodations for equal access to testing.
• Conduct assessments on files to determine completeness and eligibility for accommodations.
• Work on multiple candidate initiatives/projects that involve interaction with various stakeholders.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid holidays
• Paid time off
• Flexible scheduling

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree