Testing Accommodations Advocate

Prometric

. Work directly with candidates to schedule exams, order assistive personnel/equipment/software, and process applications needed for the exam experience .

Posted 11/11/2026full-timeRemote • Maryland • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing candidate experiences through effective escalation and complaint management, while ensuring adherence to ADA and organizational procedures. Proficient in utilizing Salesforce and Microsoft Office Applications to enhance operational efficiency and communication.

Highest-signal resume keywords

Customer Escalation ManagementADA Compliance KnowledgeSalesforce ExperienceAdvanced Customer Service SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementComplaint ManagementData CaptureKPI AchievementQuality Assurance

Soft Skills

EmpathyInterpersonal SkillsAccountabilityReliabilityAdaptability

Tools & Technologies

SalesforceMicrosoft Office ApplicationsData Systems

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Contact Center EnvironmentTesting AccommodationsPrometric PoliciesService Levels

About the role

Key responsibilities & impact

Work directly with candidates to schedule exams, order assistive personnel/equipment/software, and process applications needed for the exam experience
Own the end-to-end candidate experience from registration through testing completion and post-test concerns
Research and respond to escalations, complaints, and referrals from candidates representing the Executive team
Meet or exceed service levels, KPI, quality assurance, and attendance goals
Answer calls within management standards and meet established call-handling metrics
Maintain punctuality and attendance within company guidelines
Manage candidate escalations and complaints according to Prometric terms and policies
Work proactively with internal Prometric groups to resolve candidate issues
Identify and report complaint-causing issues to improve processes and procedures
Work with internal process and tool owners to permanently resolve defects
Share information and knowledge with other teams to reduce repeated issues
Accurately capture candidate contacts in data systems and maintain data
Follow escalation and complaint procedures and keep relevant parties informed
Use appropriate tools to provide relevant and accurate information
Manage high-profile cases to minimize company liabilities, including imposing financial penalties against consumers and customers
Support ADA and Testing Accommodations departmental procedures and promote organizational change
Perform other duties as assigned

Requirements

What you’ll need

High School Diploma or GED
A minimum of 2-year of experience handling customer escalations
Experience in case management (clinical or non-clinical) is a plus
Fundamental understanding of ADA, Escalations and Complaint management environments
Salesforce experience preferred
Advanced customer service skills working in a contact center environment
Ability to manage sensitive candidate concerns in an empathetic and professional manner
An excellent performance record that demonstrates accountability and reliability
Excellent verbal, written and interpersonal skills
Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills
Ability to work on a variety of tasks simultaneously
Excellent organizational skills
Ability to adjust to changes in workload
Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)

Benefits

Comp & perks

Position is fully remote after training