Advanced Associate – Customer Service (Accommodations Scheduling)

About the role

The Advanced Associate, Customer Service will act as the Accommodations Scheduling Coordinator, providing operational support to clients and candidates to ensure testing accommodations are correctly implemented. This role serves as the primary liaison between clients, candidates, vendors, test centers, and internal teams.

Key responsibilities

• Schedule and coordinate approved testing accommodations such as extra time, separate rooms, service providers, equipment, and software.
• Communicate exam appointment details to Pearson VUE or other testing locations and ensure sites are prepared.
• Work with service‑provider vendors to arrange readers, recorders, sign‑language interpreters, and translators.
• Collaborate with internal teams to prepare and ship necessary equipment and exam content.
• Serve as the main point of contact for client inquiries related to accommodation scheduling.
• Maintain accurate accommodation approval data and flag non‑standard requests for review.
• Support the Accommodation Scheduling Helpdesk and assist with special projects as needed.

Required profile

• Bachelor’s degree or equivalent experience.
• Strong knowledge of ADA accommodation policies and client guidelines.
• Excellent communication and organizational skills.
• Ability to manage multiple stakeholders and meet a 2‑business‑day KPI.

Required skills