Advanced Associate, Customer Service

📋 Description

• Scheduling and implementing accommodations effectively.

• Collaborate with clients, candidates, and internal teams to deliver outstanding service.

• Accurately and efficiently fulfill requests for candidates approved for testing accommodations, adhering to client-specific guidelines to achieve the Accommodation Scheduling team’s one business day KPI.

• Work directly with service provider vendors to arrange all necessary ancillary support, including readers, recorders, sign language interpreters, and translators, according to client specifications.

• Coordinate with internal teams to ensure that all required equipment, software, and exam materials are prepared and dispatched to the appropriate test center for the exam day.

• Communicate all pertinent details of exam appointments to Pearson VUE test centers or other external testing facilities to guarantee proper preparation for the exam day.

• Become a subject matter expert (SME) on test center capacity guidelines to ensure the achievement of test center efficiency KPIs.

• Assist Contact Center and Channel staff in managing accommodations through the Accommodation Scheduling Helpdesk lines.

• Client Support

• Act as the main point of contact for clients regarding inquiries related to accommodation scheduling and implementation.

• Receive and oversee accommodation approval data from clients, ensuring that information is updated accurately, securely, and promptly.

• Recognize and escalate non-standard requests to the Accommodation Review team to ensure the appropriate implementation of candidate accommodation approvals.

⛳️ Requirements

• High School Diploma or equivalent experience is preferred.

• Minimum of 2 years in a customer service role.

• Strong professional communication and time management abilities, along with exceptional attention to detail.

• Capacity to exercise discretion when handling confidential information.

• Proficiency in MS Office applications.

🏝️ Benefits

• Additional 10% compensation for bilingual candidates (Spanish, French, and Portuguese).