Associate, Customer Service (Accommodations Scheduling)

Pearson • Richmond, VA • 3h 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 inquires 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.

Work Schedule: Monday - Friday 10:30 AM - 7 PM Central.

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

Able to work overtime when requested, based on business needs

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

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The hourly rate for this role is $17.75.

This position is not bonus eligible. Information on benefits can be found here.

Applications will be accepted through August 15, 2026 . This window may be extended depending on business needs.

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: Hybrid

Req ID: 25132

location

Pearson

Go to Apply

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