Pearson · 2 days ago

Customer Service Operations Support Analyst

Lincoln, NE

Full-time

Remote

Entry, Mid Level

$63K/yr - $68K/yr

2+ years exp

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Responsibilities

60% Accommodations Approval Decisions

With guidance as needed from leaders of Accommodations Accessibility and Disability Services team, make decisions on routine accommodations requests; escalate complex cases for review.

35% Candidate support

Provide support to candidates who need assistance or clarification about accommodations decisions or the process of requesting accommodations; email as well as phone support

Work on multiple candidate initiatives/projects that involve coordinating with candidates, clients, test channel, and internal stakeholders to deliver requested accommodations that provide equal access to testing.

5% Other duties as assigned

Qualification

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Special educationDisabilities experienceAmericans With Disabilities Act (ADA)MS Office SuiteConflict managementCustomer relationship managementDatabase applicationsVirtual meeting applications

Required

Bachelor’s degree required in special education, learning disabilities, psychiatric nursing, social work, or a related field in the area of disabilities

2+ years of experience in a corporate, education, or mental health services workplace required

Excellent interpersonal, verbal, and written communication skills

Ability to develop and maintain a positive customer relationships

Effective conflict management skills

Effective time management, organizational, and planning skills

Strong attention to detail

Ability to communicate professionally with diverse populations using tact and empathy

Proficient in MS Office Suite applications, virtual meeting applications, and database applications

Ability to work independently or with minimal supervision