{"schemaVersion":"jobsearcher.job.v1","id":"ce28dbeb690fd355c89810f4","url":"https://jobsearcher.com/jobs/ce28dbeb690fd355c89810f4","canonicalUrl":"https://jobsearcher.com/jobs/ce28dbeb690fd355c89810f4","title":"Testing Accommodations Advocate","description":"About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.\n\nJOB TITLE: Testing Accommodation Advocate\nREPORTS TO: Supervisor, Testing Accommodations\nDEPARTMENT: Candidate Services\nLOCATION: 6211 Greenleigh Avenue, Suite 400 Middle River, MD 21220\n\n(Position is fully remote after training)\n\nJOB OVERVIEW\nThe role of a Testing Accommodation Advocate is to deliver exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations exams are arranged respectively while managing candidate complaints, refunds, reimbursements, displacements and appeals are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution.\nAs the candidate facing entry point for testing accommodations, critical defects and escalations, Testing Accommodation and Candidate Care Specialist are the key to service excellence – utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.\n\nRESPONSIBILITIES\nCustomer Service\n\nWork directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.\nEnd to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.\nResearch/respond to escalations, complaints and referrals from candidates representing Executive team\nMeet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance\nAnswer calls within management standards, consistently deliver quality call handling and meet established metric goals\nMaintain punctuality and attendance within company guidelines\nComplaint Management\n\nEnsure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.\nDemonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.\nContinuous Improvement\n\nIdentify and report issues causing complaints to improve processes and procedures.\nUnderstand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.\nShare information and knowledge with other teams and team members to reduce the number of repeated issues.\nProcess and Tools\n\nCapture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.\nFollow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.\nUtilize appropriate tools to ensure the candidate always receives relevant and accurate information.\nManage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers\nSubject Matter Expert (SME) and Change Champion\n\nKnow and support ADA, TA departmental procedures and keep up-to-date as they change.\nBe a role model of effectively promoting and adopting change.\nPerform other duties as assigned\nQUALIFICATION REQUIREMENTS\n\nHigh School Diploma or GED\nA minimum of 2-year of experience handling customer escalations\nExperience in case management (clinical or non-clinical) is a plus\nFundamental understanding of ADA, Escalations and Complaint management environments\nSalesforce experience preferred\nAdvanced customer service skills working in a contact center environment\nAbility to manage sensitive candidate concerns in an empathetic and professional manner\nAn excellent performance record that demonstrates accountability and reliability.\nExcellent verbal, written and interpersonal skills\nInquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills\nAbility to work on a variety of tasks simultaneously\nExcellent organizational skills\nAbility to adjust to changes in workload\nWorking knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)\nPHYSICAL JOB REQUIREMENTS\n\nN/A\nPrometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.","company":"Prometric","rawCompany":"prometric","city":"Wilton","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-11T10:44:20.079Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1253.00","title":"Software Quality Assurance Analysts and Testers","slug":"software-quality-assurance-analysts-and-testers"},{"code":"17-3027.00","title":"Mechanical Engineering Technologists and Technicians","slug":"mechanical-engineering-technologists-and-technicians"}],"industries":[{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"541380","title":"Testing Laboratories and Services","slug":"testing-laboratories-and-services"},{"code":"541618","title":"Other Management Consulting Services","slug":"other-management-consulting-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Testing Accommodations Advocate","description":"About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.\n\nJOB TITLE: Testing Accommodation Advocate\nREPORTS TO: Supervisor, Testing Accommodations\nDEPARTMENT: Candidate Services\nLOCATION: 6211 Greenleigh Avenue, Suite 400 Middle River, MD 21220\n\n(Position is fully remote after training)\n\nJOB OVERVIEW\nThe role of a Testing Accommodation Advocate is to deliver exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations exams are arranged respectively while managing candidate complaints, refunds, reimbursements, displacements and appeals are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution.\nAs the candidate facing entry point for testing accommodations, critical defects and escalations, Testing Accommodation and Candidate Care Specialist are the key to service excellence – utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometric’s brand.\n\nRESPONSIBILITIES\nCustomer Service\n\nWork directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.\nEnd to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.\nResearch/respond to escalations, complaints and referrals from candidates representing Executive team\nMeet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance\nAnswer calls within management standards, consistently deliver quality call handling and meet established metric goals\nMaintain punctuality and attendance within company guidelines\nComplaint Management\n\nEnsure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometric’s terms and policies.\nDemonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.\nContinuous Improvement\n\nIdentify and report issues causing complaints to improve processes and procedures.\nUnderstand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.\nShare information and knowledge with other teams and team members to reduce the number of repeated issues.\nProcess and Tools\n\nCapture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.\nFollow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.\nUtilize appropriate tools to ensure the candidate always receives relevant and accurate information.\nManage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers\nSubject Matter Expert (SME) and Change Champion\n\nKnow and support ADA, TA departmental procedures and keep up-to-date as they change.\nBe a role model of effectively promoting and adopting change.\nPerform other duties as assigned\nQUALIFICATION REQUIREMENTS\n\nHigh School Diploma or GED\nA minimum of 2-year of experience handling customer escalations\nExperience in case management (clinical or non-clinical) is a plus\nFundamental understanding of ADA, Escalations and Complaint management environments\nSalesforce experience preferred\nAdvanced customer service skills working in a contact center environment\nAbility to manage sensitive candidate concerns in an empathetic and professional manner\nAn excellent performance record that demonstrates accountability and reliability.\nExcellent verbal, written and interpersonal skills\nInquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills\nAbility to work on a variety of tasks simultaneously\nExcellent organizational skills\nAbility to adjust to changes in workload\nWorking knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)\nPHYSICAL JOB REQUIREMENTS\n\nN/A\nPrometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.","datePosted":"2026-08-11T10:44:20.079Z","dateModified":"2026-08-11T10:44:20.079Z","hiringOrganization":{"@type":"Organization","name":"Prometric","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Wilton","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ce28dbeb690fd355c89810f4"},"url":"https://jobsearcher.com/jobs/ce28dbeb690fd355c89810f4"}}