Associate, Customer Service (Accommodations Scheduling)

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.

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
• Coordinate 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
• Able to work overtime when requested, based on business needs

Qualifications

• 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

Pay and Schedule

• Hourly rate: $17.75 (not bonus eligible)
• Work Schedule: Monday - Friday 10:30 AM - 7 PM Central