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.

United States

Approximate Salary:

Not Specified

Position Type:

Full Time

Operations Service Specialist

Prometric - White Marsh Corporate Dr Maryland, Maryland

Posted: 06/5/2018

The Operational Services Specialist at Prometric serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) working in a team-based environment.  This individual with provide triage of urgent requests and work with test delivery staff to properly resolve all inquiries.  This includes educating staff as to where they can access information for self-service.  This role requires that all interactions be documented for easy retrieval for future inquiries, as well as overall analysis to identify improvement opportunities in how we handle candidate operational issues.

Primary Responsibilities 

  • Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction

  • Build effective working relationships with testing sites in assigned portfolio

  • Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions 

  • Work in a team-based environment, promoting a service excellence culture

  • Improve response times via phone, email and chat to ensure exceptional customer experiences

  • Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues

  • Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager

  • Collect and compile recurring issues, document cases for management to prioritize as needed

  • Flexible to work a defined shift between 9:00 am – 6:00 pm, Sunday - Thursday

Required Experience 

  • Bachelor’s degree in Business Administration or other related course work preferred

  • Demonstrated customer/client focus

  • Situational awareness in order to be able to resolve and/or escalate issues as required

  • Ability to demonstrate cultural awareness to function as a part of a global team

  • Good conflict resolution skills and respect for others

  • Works well under pressure in a fast-paced environment

  • Good interpersonal and communication skills over telephone, email and other platforms

  • Self-starter and independent worker

  • Proficient with Microsoft Office (Word, Excel, Outlook)

  • Experience or familiarity with Salesforce is a plus

  • Proficient with speaking and writing Spanish

Prometric is an Equal Opportunity Employer: Disability/Veteran 

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