Testing Accommodations Advocate

🔥 13 hours ago

🦀 Maryland – Remote

🦀 Maryland – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• No salary listed.

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Prometric

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Prometric is a global leader in credentialing and skills development that provides end-to-end assessment solutions for organizations, educators, and individual test takers. With roughly 30 years of experience and a footprint that includes 8,000+ test centers, services in 180+ countries, support in 70+ languages, and 25M+ exam hours delivered, Prometric offers exam development, secure in-center and remote delivery (ProProctor), AI-powered assessment tools (Finetune AI), analytics, and preparation resources. Prometric serves industries including healthcare, finance, technology, government, and education, focusing on secure, scalable, and customizable assessment programs and workforce credentialing.

📋 Description

• Work directly with candidates to schedule exams, order assistive personnel/equipment/software, and process applications needed for the exam experience • Own the end-to-end candidate experience from registration through testing completion and post-test concerns • Research and respond to escalations, complaints, and referrals from candidates representing the Executive team • Meet or exceed service levels, KPI, quality assurance, and attendance goals • Answer calls within management standards and meet established call-handling metrics • Maintain punctuality and attendance within company guidelines • Manage candidate escalations and complaints according to Prometric terms and policies • Work proactively with internal Prometric groups to resolve candidate issues • Identify and report complaint-causing issues to improve processes and procedures • Work with internal process and tool owners to permanently resolve defects • Share information and knowledge with other teams to reduce repeated issues • Accurately capture candidate contacts in data systems and maintain data • Follow escalation and complaint procedures and keep relevant parties informed • Use appropriate tools to provide relevant and accurate information • Manage high-profile cases to minimize company liabilities, including imposing financial penalties against consumers and customers • Support ADA and Testing Accommodations departmental procedures and promote organizational change • Perform other duties as assigned

🎯 Requirements

• High School Diploma or GED • A minimum of 2-year 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)

🏖️ Benefits

• Position is fully remote after training

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