Testing Accommodation Advocate

Summary

The role of a Testing Accommodation is to deliver exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations exams are arranged respectively while managing candidate complaints, refunds, reimbursements, displacements, and appeals are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution. As the candidate facing entry point for testing accommodations, critical defects and escalations, Testing Accommodation Advocate are the key to service excellence – utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.

Core Responsibilities

Customer Service

• Work directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.
• End to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.
• Research/respond to escalations, complaints and referrals from candidates representing Executive team
• Meet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance
• Answer calls within management standards, consistently deliver quality call handling and meet established metric goals
• Maintain punctuality and attendance within company guidelines
  
  
  

Complaint Management

• Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.
• Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.
  
  
  

Continuous Improvement

• Identify and report issues causing complaints to improve processes and procedures.
• Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.
• Share information and knowledge with other teams and team members to reduce the number of repeated issues.
  
  
  

Process and Tools

• Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.
• Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.
• Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
  
  
  

Knowledge, Experience & Skills

• A minimum of 2 years work experience in a contact center environment
• Fundamental understanding of ADA (Americans with Disabilities Act)
• Ability to manage sensitive candidate concerns in an empathetic and professional manner
• An excellent performance record that demonstrates accountability and reliability.
• Excellent verbal, written and interpersonal skills
• Ability to work on a variety of tasks simultaneously
• Able to work with cross-functional teams
• Ability to adjust to changes in workload
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
• Experience in case management is a plus (Salesforce)