Accommodations & Exceptions Scheduling Coordinator

Pearson VUE ( www.pearsonvue.com ) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management and delivers exams through the world’s most comprehensive and secure network of test centers in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. Pearson VUE offers a great environment to start or grow your career, we are now hiring for a Senior Technical Evaluator to join our team based in Pittsburgh Pa. Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).

This position is associated with our Bloomington, MN office. At this time, staff are working from home; however, the ideal candidate would be located within the geographic area and able to come into the office as needed.

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.

• The hourly rate is $17.50/hr .

• Additional 10% for Bilinguals (Spanish, French and Portuguese )

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.

Shift Schedule

Permanent shift schedule:

• Mon to Fri 10:30 am to 7 pm Central Time

During training:

• Mon to Fri - 8 or 8:30 am to 4:30 or 5 pm Central Time

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

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All 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 strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

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 ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: CUSTOMER SERVICE

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 15054