Advanced Associate, Customer Service Hourly

Pearson is the world's lifelong learning company, dedicated to helping people realize their potential through learning. The Advanced Associate, Customer Service Hourly is responsible for providing operational support to ensure testing accommodations are correctly implemented for clients and candidates, handling inquiries, scheduling exam appointments, and coordinating with various stakeholders.

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
• 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

Requirements:

• 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