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Role Description

The Exam Administration Coordinator provides accurate, professional, and timely assistance to exam candidates throughout the exam delivery process. Responsibilities include:

• Provide accurate, professional, and timely assistance to candidates during the examination delivery process.
• Develop comprehensive knowledge of exam program requirements, policies, and procedures.
• Support exam candidates with test administration and security protocols education and information.
• Manage special accommodations exam appointments.
• Ensure adverse action investigations are processed according to program standards.
• Resolve exam candidate concerns through the exam fraud incident and candidate adverse action case management process.
• Document and maintain records of all client, candidate, and test center interactions.
• Recognize, document, and inform the supervisor regarding trends in customer correspondence.
• Escalate complex inquiries/requests to exam subject matter experts.
• Perform miscellaneous duties, as assigned.

Qualifications

• Must have excellent written and verbal communication skills in English.
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation.
• CRM/database applications experience, a plus (i.e. Salesforce).

Requirements

• High School diploma or GED required.
• Minimum One (1) year of customer service experience, preferably in a call center environment.

Physical and Mental Demands

• Work normal business hours and extended hours when necessary, adjusting to various time zones.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Work extended hours or overtime, when necessary.

Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.