Customer Service Hourly at Pearson

DescriptionJob DescriptionThe Accommodations Scheduling Coordinator is responsible for providing operationalsupport to clients and candidates to ensure testing accommodations are correctlyimplemented. Responsibilities include handling client and candidate inquiries 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 JOBWorks 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 isknowledgeable 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 RESPONSIBILITIESAccommodation Scheduling & ImplementationInterface with clients candidates and internal teams to ensure exceptional service isprovided.Correctly and efficiently execute requests for candidates approved to test withaccommodations following client specific guidelines enabling AccommodationScheduling team to meet 1 business day KPI.Work directly with service provider vendors to schedule all ancillary support includingreaders recorders sign language interpreters and translators per client requirements.Responsible for coordination with internal teams to ensure all necessary equipmentsoftware and exam content is prepared and shipped to appropriate test center for examday.Communicate all details of exam appointment to Pearson VUE test centers or otherexternal testing locations to ensure site is properly prepared on exam day.Become a subject matter expert (SME) on test center capacity guidelines to ensure testcenter efficiency KPIs are met.Support Contact Center and Channel staff handling accommodations via AccommodationScheduling Helpdesk lines.Client SupportServe as primary contact for clients on accommodation scheduling and implementationinquires.Receive and manage accommodation approval data from clients ensuring information isupdated accurately securely and in a timely manner.Identify and escalate non-standard requests to Accommodation Review team ensuringproper 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 asexcellent attention to detail Ability to exercise discretion in handling confidential material Proficiency in MS OfficeSchedule: Monday- Friday 10:30 am CST to 7 pm CSTTraining schedule: Monday- Friday 8:30 am CST to 5 pm CST Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1