Testing Accommodations Advocate

Responsibilities

• Work directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.
• End to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.
• Research/respond to escalations, complaints and referrals from candidates representing Executive team.
• Meet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance.
• Answer calls within management standards, consistently deliver quality call handling and meet established metric goals.
• Maintain punctuality and attendance within company guidelines.
• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.
• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
• Share information and knowledge with other teams and team members to reduce the number of repeated issues.
• Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.
• Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.
• Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers.

Qualifications

• A high school diploma or GED.
• Minimum of 2 years of experience handling customer escalations.
• Experience in case management (clinical or non-clinical) is a plus.
• Fundamental understanding of ADA, Escalations and Complaint management environments.
• Salesforce experience preferred.
• Advanced customer service skills working in a contact center environment.
• Ability to manage sensitive candidate concerns in an empathetic and professional manner.
• An excellent performance record that demonstrates accountability and reliability.
• Excellent verbal, written and interpersonal skills.
• Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills.
• Excellent organizational skills.
• Ability to adjust to changes in workload.
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).