Customer Service Hourly

Accommodations Scheduling Coordinator

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.

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

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.

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.