Testing Accommodations Advocate

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Collaborate directly with candidates to arrange exam schedules, request assistive personnel/equipment/software, and manage applications necessary for the exam experience.

• Take full ownership of the candidate journey from registration through to test completion and any post-test inquiries.

• Investigate and address escalations, complaints, and referrals from candidates on behalf of the Executive team.

• Achieve or surpass service levels, KPIs, quality assurance, and attendance objectives.

• Respond to calls in accordance with management standards and adhere to established call-handling metrics.

• Maintain punctuality and attendance in line with company policies.

• Handle candidate escalations and grievances in accordance with Prometric's terms and policies.

• Proactively engage with internal Prometric departments to resolve candidate-related issues.

• Identify and report issues causing complaints to enhance processes and procedures.

• Collaborate with internal process and tool owners to effectively resolve defects.

• Share insights and knowledge with other teams to minimize recurring issues.

• Accurately log candidate interactions in data systems and maintain data integrity.

• Adhere to escalation and complaint procedures while keeping all relevant parties updated.

• Utilize appropriate tools to provide relevant and accurate information.

• Manage high-profile cases to mitigate company liabilities, including imposing financial penalties on consumers and customers.

• Support ADA and Testing Accommodations departmental procedures and advocate for organizational change.

• Perform additional duties as required.

⛳️ Requirements

• High School Diploma or GED.

• At least 2 years of experience in managing customer escalations.

• Experience in case management (clinical or non-clinical) is an advantage.

• Basic understanding of ADA, escalations, and complaint management environments.

• Salesforce experience is preferred.

• Advanced customer service skills acquired in a contact center setting.

• Ability to handle sensitive candidate concerns with empathy and professionalism.

• A strong performance history that showcases accountability and dependability.

• Exceptional verbal, written, and interpersonal communication skills.

• Curious and eager to learn: each new task is viewed as an opportunity to enhance your skills.

• Capable of managing multiple tasks simultaneously.

• Strong organizational abilities.

• Adaptable to changes in workload.

• Proficient in Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).

🏝️ Benefits

• Position is fully remote after training.