Prometric

About Prometric

Prometric, is a trusted provider of market-leading technology-enabled test development and delivery solutions. Committed to a set of values that believes in getting the right test to the right location at the right time and to the right test taker, Prometric supports test takers worldwide who take more than 8 million tests each year, in over 180 countries, to better their lives and careers. Through innovation, workflow automation and standardization, Prometric delivers tests on behalf of more than 300 clients in the academic, financial, government, healthcare, professional association and corporate employer markets for people to become licensed physicians, architects, certified accountants and financial planners, K-12 teachers, attorneys, credentialed project managers, law enforcement officers, software engineers, graduate students and many other accredited and distinguished professionals. Committed to a set of values that get the right test to the right location at the right time and to the right test taker, Prometric employees are innovative, compassionate and dedicated professionals, always focused on delivering a perfect test for every candidate. At Prometric, employees receive professional development and leadership opportunities at every stage of their careers. Prometric offers its employees full health care coverage and competitive salaries and benefits.
Job Category:

Customer Service

Country:

United States

Postal Code:

21162

Approximate Salary:

Not Specified

Position Type:

Part Time

Customer Service Rep - Bilingual (French)

Prometric - White Marsh, Maryland

Posted: 06/5/2018

Bilingual (French/English) Customer Service Associate

We are looking for energized, customer-focused, self-driven individuals who will have the ability to build strong customer relationships and develop deliver excellent service.  This individual will be responsible for registering and scheduling candidates for exams, support candidates who may require approved ADA (Americans with Disabilities Act) accommodations, handle and provide expert service in escalations and complaint management.  This individual will work as an Associate directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a level exam experience for candidates on the day of their exam, as well as build customer relationships.  Associates will work closely with multiple levels and functions within Prometric and our clients to coordinate efforts for the successful testing of candidates. The Associate must take ownership of the candidates’ testing experience beginning with scheduling and continuing throughout the approval process; including the day of testing. 

Highly desirable shift hours between 7:30am and 6:30pm, Monday through Friday, with possibility of minimal weekend work.  This is a contact center environment, with extended periods of time sitting at a desk handling inbound/outbound phone calls via computer.

Must be proficient in both English and French to foster and embrace customer relationships with candidates and client teams.

 

Must pass written computer skills test

·         Assist candidates (via phone calls, emails, applications that may/may not require accommodations) with certification/testing process from registration through exam delivery and posttest related concerns

·         Interface with candidates/clients/testing sites in a professional manner

·         Research/respond to escalations, complaints and referrals from candidates representing Executive team

·         Meet or exceed management goals for service levels, metrics KPIs, quality assurance/task quality, and attendance

·         Maintain a high degree of quality and accuracy in work

·         Answer calls within management standards, consistently deliver quality call handling and meet established metric goals

·         Maintain punctuality and attendance within company guidelines

·         Attend required training sessions to improve performance, learn about new clients and develop professionally


Qualifications/Required Experience:

·         3 or more years of work experience handling customer escalations

·         Advanced customer service skills working in a contact center environment

·         Experience in case management (clinical or non-clinical) is a plus

·         Fundamental understanding of ADA, Escalations and Complaint management environments

·         Excellent verbal, written and interpersonal skills

·         Exceptional decision making ability, along with a sense of accountability for those decisions

·         Ability to manage sensitive candidate concerns in an empathetic and professional manner

·         Ability to lead change in the organization to ensure candidate success

·         Excellent organizational skills

·         Basic to intermediate computer skills in a Windows based environment (MS Office—Outlook, Excel, Word), Salesforce a plus

Prometric is an Equal Opportunity Employer: disability/veteran

 
 

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