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Test Center Customer Support Specialist

2 months ago

Culver City, California, United States Prometric Full time
Position Title:
Test Center Customer Support Specialist

Company Overview:

Prometric is a premier provider of technology-driven testing and assessment solutions, catering to numerous esteemed licensing and certification organizations, educational institutions, and governmental bodies.

Our services assist over 7 million candidates each year across our global testing facilities in 180 nations.

With over thirty years of expertise collaborating with clients from various sectors, our goal is to craft and deliver the most innovative and highest quality testing solutions, accessible anytime and anywhere.


Role Summary:
The Test Center Customer Support Specialist (TCCSS) acts as the representative of Prometric in testing facilities worldwide.

These emerging professionals excel in dynamic environments that assist individuals undertaking significant examinations.

The role necessitates TCCSS to authenticate candidate identification, oversee examinations, and uphold stringent policies and guidelines to maintain the utmost standards of exam integrity globally.

Prometric employs a dedicated team of TCSS professionals who are well-regarded for their capability to manage and oversee the computer-based testing environment.


Employee Benefits:
For those hired for 20+ hours:
  • 12 Paid Holidays Off annually based on work schedule and start date
  • No sales targets or quotas
  • Office-based work environment
  • No inventory management, stocking, or overnight shifts
  • Paid training provided
  • Sick leave prorated based on start date
  • 401K plan
  • Employee Assistance Program
  • Vision benefits
For Full-Time Employees:
  • Legal benefits
  • Vacation time

Work Schedule:
Part-Time - Hours may vary

Availability:
Testing centers may operate Monday through Saturday from 7 AM to 6 PM. Saturday availability is required, with occasional evening and possible Sunday hours.

The ideal candidate demonstrates teamwork and is available to work various shifts any day from Monday to Saturday, between 7 AM and 10 PM.

Candidates must be open to flexible scheduling.

This is strictly a part-time role, with an expectation of 20 hours per week, with the possibility of additional hours as needed.

Schedules are provided two weeks in advance.

Key Responsibilities:
  • Maintain and apply comprehensive knowledge of test center policies, practices, and procedures
  • Welcome candidates and verify their identification
  • Conduct necessary security checks, including the use of detection devices
  • Continuously monitor candidates during examinations
  • Address and resolve candidate issues promptly
  • Ensure a secure environment and manage materials within the test center
  • Guarantee that every candidate experiences a fair and comfortable testing environment
  • Report any incidents that deviate from company guidelines
  • Exhibit flexibility with scheduling in accordance with Prometric's operational days
  • Represent Prometric's vision, mission, and values
  • Safeguard the testing center against misconduct
  • If applicable, digitally capture and record candidate fingerprint identification

Qualifications:
Education:
High school diploma or equivalent is required; college experience is advantageous.

Experience:
A minimum of one year of customer service experience is required, preferably in-person (call center, retail, restaurant, etc.). Candidates must be at least 18 years old to qualify.

Skills:
Ability to communicate professionally and effectively with candidates and colleagues
Ability to write detailed and accurate reports and correspondence
Ability to multitask and manage small tools, pack equipment for shipping, or unpack for installation
Familiarity with Microsoft Windows-based applications (including but not limited to MS Office, Outlook, and web browsing)

Physical Requirements:
Must be able to bend, stoop, and lift up to 40 pounds
Ability to remain stationary for extended periods while administering exams
Ability to navigate through the testing room every 8-10 minutes and escort candidates to and from the testing area
Visual requirements include the ability to adjust focus on computer screens and monitor the testing room through camera feeds while proctoring
Ability to maintain computers in the lab and office setting, maneuvering in tight spaces while adhering to safety protocols
Prometric 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.