Customer Service Operations Support Analyst

The Customer Service Operations Support Analyst is responsible for processing accommodations requests and candidate contacts for the Accessibility and Disability Services Department (team).  This includes case file review, making accommodations determinations, and direct contact with accommodations candidates, resolving escalated and complex candidate issues.   

 
Working with the leaders of the Accommodations Accessibility and Disability Services  team, the Customer Service Operations Support Analyst provides support to clients and candidates within the high volume accommodations request workflow.  Incumbent will conduct assessments on files to determine completeness and eligibility for accommodations.  Analyst will make decisions and recommendations depending on information provided, as their experience and education permit.  Regarding more complex cases, Analyst will be asked to make an initial assessment and collaborate with colleagues or forward to senior leaders on the Accommodations Accessibility and Disability Services team. They will work with candidates and clients to solution non-standard requests in multiple test delivery models. 

The Analyst will also be responsible for projects that may include candidate, client, test channel, and internal stakeholder interaction.  

 PRIMARY 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   

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; masters 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 

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 

Compensation at Pearson is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific location. As required by the California, Colorado, Hawaii, Maryland, New York State, New York City, Washington State, and Washington DC laws, the pay range for this position is as follows:

The minimum full-time salary range is between $63,000 - $68,000.

This position is not bonus eligible, and information on benefits offered is here.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets.

To deliver on our strategic vision, we have five business divisions that are the foundation for the lo