Customer Service Coordinator

Job Title: Customer Service Coordinator

FLSA Status: Non-Exempt

Position Status: Full Time

Rate: $22 -$25

Work Location: On-site

Office Location: Denver, Colorado

Opportunity Posting: Opening Date: 2/14/2025 Closing Date: 2/28/2025

About Us

Professional Testing Inc. specializes in developing, administering, and maintaining licensure and certification examination programs. We provide computer-based test administration and delivery services to certification organizations and licensing agencies through our global network of test centers managed by Pearson VUE.

Position Overview

We're expanding our customer service team to support our valued clients and test-takers. The ideal candidate brings a results-driven mindset coupled with strong communication and interpersonal skills. The right individual will also possess a keen sense of urgency and accountability in each customer service interaction. As a vital member of our team, you'll help maintain our reputation for exceptional customer service by ensuring positive experiences for both clients and test-takers.

Duties and Responsibilities

Support clients and test-takers with issues related to:

• Examination authorization and registration processes to ensure candidates have obtained proper approval and successfully completed their registration requirements
• Test center location assistance to help candidates identify convenient testing locations
• Appointment assistance and scheduling support to guide candidates through the booking process while accommodating candidates' timing preferences
• Data management and reports to communicate key metrics and activity updates
• Helping with special accommodation requests to ensure all test-takers have equal access to examination services and receive appropriate support for their individual needs
• Post-examination support  to candidates who require further assistance, information, resources, and guidance
• Contribute to creating client documentation including FAQs, help manuals, how-to guides, and troubleshooting resources that support and maximize the client experience

Additional duties may be assigned as needed

Required Qualifications

• Associate's degree (AA)
• Proven ability to provide excellent customer service, responding to calls and emails in a professional and timely manner
• Experience working successfully within established policy frameworks and deadlines
• Strong computer skills, including proficiency with various software applications and internet navigation
• Intermediate proficiency in Microsoft Office Suite (Word, Excel, and Outlook)

 Preferred Qualifications

• Experience with CRM systems and practices
• Familiarity with reporting software for generating exam-related status reports
• Database management and data entry experience
• Knowledge of professional licensure and certification processes
• Test administrator/proctor experience with NCTA, Pearson VUE, Prometric, or PSI

Required Skills/Abilities

• Customer Service Oriented -Demonstrating empathy, patience, and commitment to resolving inquiries efficiently
• Communication -Superior listening and verbal/written communication skills with the ability to effectively convey solutions
• Problem Solving -Think Outside the Box, using strong analytical capabilities to identify root causes and develop creative solutions when needed
• Attention to Detail -Proven ability to thoroughly investigate and resolve complex issues
• Organization -Excellent task prioritization and efficient problem-solving skills
• Adaptability -Work with a positive attitude when handling diverse situations and ability to work with various personality types
• Comfortable working autonomously and taking ownership of projects
• Committed to timeliness and punctuality
• Reliable and can deliver consistently

 Benefits:

• 401k Plan Employee Contribution & Employer Match
• Medical/Dental/Vision/Life
• Health Savings Account
• Flexible And Dependent Care Account
• PTO, Holidays & One Week Winter Break
• Fully Funded LinkedIn Learning Subscription
• Business Level Sams or Costco Membership
• Onsite Beverages and Snacks
• Team Building

Position Details:

• Schedule: Monday-Friday, 40 hours per week
• Work Environment: Fast-paced, collaborative customer service setting
• Prolonged periods sitting at a desk or working on a computer

Note:

This job description provides a general overview and is not exhaustive. Additional duties may be assigned to meet the needs of the department.

Professional Testing is an Equal Opportunity Employer committed to workplace opportunity. We prohibit discrimination based on race, color, religion, sex (including pregnancy), national origin, age, disability, sexual orientation, gender identity, marital status, veteran status, genetic information, or any other legally protected characteristic. We believe diverse perspectives strengthen our team and create better outcomes for our clients. All qualified applicants will receive consideration for employment without regard to any protected characteristic. We're committed to providing reasonable accommodations to enable candidates to participate fully in our recruitment process. Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.