Associate, Customer Service - Accommodations Scheduling

Overview

The Accommodations Scheduling Coordinator is tasked with operational support ensuring that approved testing accommodations are implemented effectively and efficiently. This position involves managing inquiries from clients and candidates about testing accommodations, scheduling exam appointments, and collaborating with clients, vendors, internal teams, and test centers to ensure all accommodation requirements are met accurately.

Primary Responsibilities

• Liaise with clients, candidates, and internal teams to deliver excellent service throughout the accommodations scheduling process.
• Execute accommodation requests timely and in accordance with specific client guidelines, meeting a key performance indicator of completing scheduling within one business day.
• Coordinate with service providers to arrange necessary support services such as readers, recorders, interpreters, and translators aligned with client specifications.
• Ensure all required equipment, software, and exam content are sent to appropriate test centers ahead of exam dates.
• Communicate exam appointment details thoroughly to test centers to prepare them for accommodation needs on exam day.
• Develop expertise in test center capacity standards to sustain efficient operations and meet set KPIs.
• Provide support to Contact Center and Channel staff for accommodation-related inquiries via helpdesk lines.
• Serve as the main contact for client communications regarding accommodation scheduling and implementation.
• Manage accommodation approval data from clients, ensuring accuracy, security, and prompt updates.
• Identify and escalate any special accommodation requests to the Accommodation Review team to guarantee correct processing.
• Flexibility to work overtime as needed based on business demands.

Qualifications

• Preferred: High school diploma or equivalent experience.
• Minimum of 2 years experience in a customer service role.
• Excellent verbal and written communication skills, strong time management, and meticulous attention to detail.
• Ability to handle confidential information with discretion.
• Proficiency using Microsoft Office suite.

Work Schedule & Compensation

• Work hours: Monday to Friday, 10:30 AM - 7:00 PM Central Time.
• Hourly wage: $17.75, non-eligible for bonuses.

Additional Information

At Pearson, we believe in empowering lifelong learning and personal development. We are committed to equal employment opportunities without regard to protected characteristics and actively seek qualified veterans and individuals with disabilities. Reasonable accommodations are available upon request during the application process.