Associate, Customer Service - Accommodations Scheduling

Role Overview

The Accommodations Scheduling Coordinator plays a crucial role in ensuring that candidates who require testing accommodations receive the necessary support and services. This involves managing communications with clients and candidates, scheduling exam appointments, and coordinating with internal teams, vendors, and test centers to guarantee that approved accommodations are properly implemented.

Key Responsibilities

• Serve as the primary point of contact for clients and candidates regarding accommodation scheduling.
• Manage and execute approved accommodation requests efficiently following client-specific procedures, meeting a 1-business-day key performance indicator (KPI).
• Coordinate with service providers such as readers, recorders, sign language interpreters, and translators to meet client accommodation requirements.
• Collaborate with internal teams to prepare and deliver necessary equipment, software, and exam materials to test centers.
• Communicate all pertinent exam appointment information to Pearson VUE test centers or other external venues to ensure readiness on exam day.
• Develop expertise in test center capacity guidelines to maintain efficiency KPIs.
• Support Contact Center and Channel staff related to accommodations via the Accommodation Scheduling Helpdesk.
• Manage accommodation approval information received from clients, maintaining accuracy, security, and timeliness.
• Identify and escalate unusual requests to the Accommodation Review team to ensure compliance with accommodation policies.
• Willingness to work overtime as needed based on business demands.

Qualifications

• High school diploma or equivalent experience is preferred.
• At least two years of customer service experience.
• Excellent communication skills, strong time management abilities, and meticulous attention to detail.
• Ability to handle confidential information with discretion.
• Proficiency in Microsoft Office applications.

Work Schedule and Location

This is a full-time onsite role based in Salem, Oregon, with working hours Monday to Friday from 10:30 AM to 7 PM Central Time.

Compensation and Benefits

The hourly wage for this position is $17.75. This role is not eligible for bonuses. Benefits information is available upon request.

Additional Information

Pearson is committed to equal employment opportunities and complies with federal requirements to support protected veterans and individuals with disabilities. Reasonable accommodations are available upon request for applicants with disabilities.