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Customer Service Hourly

Pearson • Bloomington, MN • 2h ago

Job Description

The 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 inquiries 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

Schedule: Monday- Friday 10:30 am CST to 7 pm CST

Training schedule: Monday- Friday, 8:30 am CST to 5 pm CST

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Job: Customer Success

Job Family: GO\TO\MARKET

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: Remote

Req ID: 21626

Pearson

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