Testing Accommodations Advocate

Prometric
United States
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsEducation: high_schoolSkills: ["Customer service","Empathetic communication","Organizational skills","Accountability","Problem-solving"]

Deliver exceptional customer service for candidates with approved ADA accommodations by scheduling exams and coordinating assistive personnel/equipment/software. Own the candidate experience end-to-end—from registration through post-test concerns—while researching and resolving escalations, complaints, refunds/reimbursements, displacements, and appeals. Track cases in data capture systems, meet service-level and KPI targets, and continuously improve processes by identifying defects and sharing knowledge across teams.

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FursaFursa
Prometric
Prometric
1 month ago

Testing Accommodations Advocate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 days agoStatus: Live

Job Summary

Deliver exceptional customer service for candidates with approved ADA accommodations by scheduling exams and coordinating assistive personnel/equipment/software. Own the candidate experience end-to-end—from registration through post-test concerns—while researching and resolving escalations, complaints, refunds/reimbursements, displacements, and appeals. Track cases in data capture systems, meet service-level and KPI targets, and continuously improve processes by identifying defects and sharing knowledge across teams.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Work directly with candidates to schedule exams and arrange required accommodations and related support.
  • •Own the end-to-end candidate experience from registration through testing completion and post-test concerns.
  • •Research and respond to escalations, complaints, and referrals, resolving issues in a timely and compliant manner.
  • •Maintain accurate candidate contact and case tracking in data capture systems while following escalation procedures.
  • •Identify issues that cause complaints and partner with internal owners to permanently resolve defects and reduce repeat incidents.

Key Requirements

  • •High school diploma or GED
  • •2+ years handling customer escalations
  • •Experience in case management (clinical or non-clinical)
  • •Fundamental understanding of ADA, escalations, and complaint management
  • •Advanced customer service skills in a contact center environment
Experience:2+ years
Education:High School
Skills:Customer serviceEmpathetic communicationOrganizational skillsAccountabilityProblem-solving
Tech Stack:SalesforceMicrosoft TeamsMicrosoft WordMicrosoft PowerPointMicrosoft Excel

Company Brief

Prometric
Provides computer-based testing, assessment, and credentialing services for certification bodies, professional associations, and academic institutions. Operates exam delivery, proctoring, and assessment programs across a global network.
Industry: Education
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Baltimore, United States
Founded: 1990
WebsiteLinkedIn