Prometric · 14 hours ago
Candidate Care Specialist
White Marsh, MD, USA
Full-time
Onsite
Entry Level
$16.83/hr - $16.83/hr
2+ years expPrometric is a leading provider of technology-enabled testing and assessment solutions. The Global Candidate Care Specialist is responsible for providing timely and compassionate responses to test taker inquiries and escalations, ensuring customer satisfaction and service excellence.
ConsultingEducationInformation TechnologySoftware
Responsibilities
Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies
Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues within the agreed SLAs/SLOs
Identify and report issues causing complaints to improve processes and procedures
Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects
Share information and knowledge with other teams and team members to reduce the number of repeated issues
Capture all candidate contact/pertinent information (as dictated in PII policy) accurately and concisely within the data capture systems, while ensuring data is maintained
Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues
Utilize appropriate tools to ensure the candidate always receives relevant and accurate information
Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers
Achieve and maintain all key quality and productivity metrics in the performance scorecard
To respond to incoming calls, emails, displacements, refunds & reimbursement and outbound tasks within a specified SLA/SLO, according to company guidelines and quality assurance standards
To ensure excellent reliability with minimal unplanned absences as per company guidelines
To attend required training to continually learn knowledge of practices, procedures, policies and clients
To communicate and participate in team meetings, in order to share best practice and flag issue to the Team Leader
Based upon volumetric demands there will be a requirement to support transactions during weekends
Qualification
Required
High school diploma or equivalent
A minimum of 2 years' experience in handling Customer Support or Contact Center, customer complaints and escalations
Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
An empathetic powerhouse: you feel for your fellow customers and want to solve their issue
A natural leader: you have experience collaborating with cross-functional teams in different physical locations, and work best in this environment
Highly communicative: you can get your point across both interpersonally and asynchronously
An excellent performance record that demonstrates accountability and reliability
Good attendance record with no formal disciplinary action(s) for the past 12 months
Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)
Ability to sit for extended periods of time
Preferred
Salesforce and AVAYA knowledge is an added advantage
Company
Prometric
Prometric provides technology-enabled testing and assessment solutions for organizations, academic institutions, and government agencies.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Stuart Udell
Chief Executive Officer
Nikki Eatchel
Chief Assessment Officer
Recent News
2025-09-14
Company data provided by crunchbase