Advanced Associate, Customer Service Hourly

The Advanced Associate Customer Service Hourly also known in the industry as an Accommodations Scheduling Coordinator is responsible for providing operationalsupport to clients and candidates to ensure testing accommodations are correctlyimplemented. Responsibilities include handling client and candidate inquires related totesting with approved accommodations scheduling exam appointments and coordinatingwith clients external vendors internal teams and test centers to ensure requirements areexecuted properly. The Accommodations Scheduling Coordinator is responsible forscheduling and coordinating all approved accommodations including but not limited toextra 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 includingProgram Management Accessibility & Disability Services and Capacity ManagementGroup (CMG) to implement accommodations that have been granted based on TheAmericans with Disabilities Act (ADA). An Accommodations Scheduling Coordinator is knowledgeable in client accommodation policies and enforces their guidelines whileserving as the candidate advocate throughout the scheduling process. This role isresponsible for working directly with multiple external service providers. Additionalresponsibilities include coordinating special projects as requested by clients to meet theneeds 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 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.
• 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 candidates accommodation approvals.

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

Shift Schedule

Permanent shift schedule: Mon to Fri 10:30 am to 7 pm Central Time

During training: Mon to Fri - 8:30 am to 5 pm Central Time

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set level of experience and specific location. As required by the California Colorado Hawaii Illinois Maryland Minnesota New Jersey New York State New York City Vermont Washington State and Washington DC laws the pay range for this position is as follows:

The full-time hourly rate is $17.75 per hour.

Additional 10% for Bilinguals (Spanish French and Portuguese)

This position is not bonus eligibleand information on benefits offered ishere.

Applications will be accepted through Insert Date you plan to close the posting. This window may be extended depending on business needs.

#LI-CH2