Associate, Customer Service (Accommodations Scheduling)
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company.
About the role
Provide operational support to clients and candidates to ensure testing accommodations are correctly implemented. Handle client and candidate inquiries related to testing with approved accommodations, schedule exam appointments, and coordinate with clients, external vendors, internal teams, and test centers to ensure requirements are executed properly.
Work 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). Serve as the candidate advocate throughout the scheduling process and enforce client accommodation policies.
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
- Schedule all ancillary support including readers, recorders, sign language interpreters, and translators per client requirements by working directly with service provider vendors
- 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 exam appointments 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 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
- Coordinate special projects as requested by clients to meet the needs of their candidates testing with accommodations
- 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.