[Hiring] Testing Accommodation Advocate @Prometric

Role Description

The role of a Testing Accommodation Advocate is to deliver exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations exams are arranged respectively. Responsibilities include managing candidate complaints, refunds, reimbursements, displacements, and appeals in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution.

• 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, following 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 the 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.
• 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.
• 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.
• Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.
• Follow escalation and complaint procedures to ensure all candidate escalations and complaints are tracked, keeping all relevant parties informed of actions taken to resolve issues.
• 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.
• Know and support ADA, TA departmental procedures and keep up-to-date as they change.
• Be a role model of effectively promoting and adopting change.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED.
• A minimum of 2 years of experience handling customer escalations.
• Experience in case management (clinical or non-clinical) is a plus.
• Fundamental understanding of ADA, Escalations, and Complaint management environments.
• Salesforce experience preferred.
• Advanced customer service skills working in a contact center environment.
• 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.
• Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills.
• Ability to work on a variety of tasks simultaneously.
• Excellent organizational skills.
• Ability to adjust to changes in workload.
• Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel).

Company Description

Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.