Associate, Customer Service (Accommodations Scheduling)

About the role

Provides operational support to clients and candidates to ensure testing accommodations are correctly implemented. 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 granted under the Americans with Disabilities Act (ADA). Knowledgeable in client accommodation policies and enforces their guidelines while serving as the candidate advocate throughout the scheduling process. Coordinates special projects as requested by clients to meet the needs of candidates testing with accommodations.

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 the Accommodation Scheduling team to meet a 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.
• Coordinate with internal teams to ensure all necessary equipment, software, and exam content is prepared and shipped to the appropriate test center for exam day.
• Communicate all details of the exam appointment to Pearson VUE test centers or other external testing locations to ensure the 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 the primary contact for clients on accommodation scheduling and implementation inquiries.
• 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 the Accommodation Review team, ensuring proper implementation of the candidate's accommodation approvals.
• Able to work overtime when requested, based on business needs.

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.

Schedule

Monday - Friday, 10:30 AM - 7 PM Central.

Pay

The hourly rate for this role is $17.75. This position is not bonus eligible.

Benefits

Information on benefits can be found here.