Pearson
Advanced Associate, Customer Service
Edtech.com's Summary
- Coordinate scheduling and implementation of approved testing accommodations including extra time, separate rooms, and support services.
- Collaborate with clients, candidates, vendors, test centers, and internal teams to ensure accommodation requirements are met.
- Serve as the primary client contact for accommodation scheduling and manage accommodation approval data securely and timely.
- Escalate non-standard requests to Accommodation Review team for proper handling.
- Support Contact Center and Channel staff via Accommodation Scheduling Helpdesk.
- Become subject matter expert on test center capacity guidelines to meet efficiency KPIs.
- Strong proficiency required in MS Office.
- Preferred qualifications include a Bachelor's degree or equivalent experience and at least 2 years of customer service experience.
- Must demonstrate professional communication skills, time management, discretion with confidential materials, and attention to detail.
- Engage with internal teams such as Program Management, Accessibility & Disability Services, and Capacity Management Group.
Advanced Associate, Customer Service Full Description
Job Description
The Accommodations Scheduling Coordinator is responsible for providing operational
support to clients and candidates to ensure testing accommodations are correctly
implemented. Responsibilities include handling client and candidate inquires related to
testing with approved accommodations, scheduling exam appointments, and coordinating with clients, external vendors, internal teams, and test centers to ensure requirements are executed properly. The Accommodations Scheduling Coordinator is responsible for scheduling and coordinating all approved accommodations including but not limited to extra time, separate rooms, service providers, equipment, external software, and paper based exams.
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.
PRIMARY RESPONSIBILITIES
Accommodation Scheduling & Implementation 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 2 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.
Responsible for coordination 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.
Client Support
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.
Qualifications
Bachelor's degree 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
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.
Job:
Customer Success
Job Family: GO_TO_MARKET
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