Customer Service Operations Support Analyst

The Customer Service Operations Support Analyst is responsible for processing accommodations requests for the Accessibility and Disability Services Department.  This includes case file review, making accommodations determinations, and direct contact with accommodations candidates, advocates and clients. The role will also research and solution non-standard requests that will require the writing of Implementation Plans for complex one-off situations.    

Role and Responsibilities:

• Provide support to clients and candidates within the high-volume accommodations request workflow.  
• Conduct assessments on files to determine completeness and eligibility for accommodations.  
• Make decisions and recommendations depending on information provided, as their experience and education permit.  
• Make initial assessment and collaborate with colleagues or forward to senior leaders on the Accommodations Accessibility and Disability Services team. 
• Work with candidates and clients to solution non-standard requests in multiple test delivery models.  
• Responsible for projects that may include candidate, client, test channel, and internal stakeholder interaction. 

Education and Experience:  

• Bachelor’s degree required in special education, learning disabilities, psychiatric nursing, social work, or a related field in the area of disabilities; master’s degree preferred 
• 2+ years of experience in a corporate, education, or mental health services workplace required 
• 2+ years of experience in a customer service or student services position preferred 
• Experience working directly with people with disabilities preferred 

Skills, Knowledge and Abilities: 

• Working knowledge of the Americans with Disabilities Act (ADA) and related disability laws 
• Ability to exercise discretion in handling confidential written material 
• Ability to develop and maintain a positive customer relationship 
• 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

This is a hybrid position out of our Bloomington, MN office. The salary range for this role is $55,000-$65,000 annually.

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: https://plc.pearson.com/

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. All employment is decided based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: http://www.pearson.com/careers/diversity-and-inclusion.html.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.