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 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 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 candidate's 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 eligible, and information on benefits offered is here.

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

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