JOBTITLE:

Operations Associate

REPORTS TO:

Operations, Manager

DEPARTMENT:

Channel Management

LOCATION:

U.S.A.

JOBOVERVIEW

The Operations Associate at Prometric serves as the primary point of contact for candidates, clients, test evaluators and testing locations who deliver exams for the Certified Nurse Aide programs. The Operations Associate will be working in a team-based environment. All members of the team will work to determine the number of testing seats needed, and then work with test sites and staff to schedule and staff test events and enter these test events in the system.

They will also assist with scheduling candidates into theses seats and work with test delivery staff to adequately address all inquiries, including educating staff on how to use the necessary systems. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as the ability to analyze situations to identify and improve how we serve all stakeholders.

COMPANY BACKGROUND

Prometric (www.prometric.com)is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

RESPONSIBILITIES

• Work with internal departments, candidates and external stakeholders to ensure high levels of candidate satisfaction
• Build effective working relationships with testing sites, Nurse Aide Evaluators and other relevant stakeholders in assigned territory.
• Create, document and communicate resolutions to incidents that occur
• Provide exceptional customer service using phone, email and chat with all stakeholders
• Follow company security protocols including those related to data privacy
• Document recurring issues and document cases for management to prioritize as needed
• Be flexible to work a defined shift between 7:00 am - 9:00 pm, Monday - Sunday

QUALIFICATION REQUIREMENTS

EDUCATION

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

EXPERIENCE

• 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
• 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

PHYSICAL JOB REQUIREMENTS

• N/A

Prometric is an Equal Opportunity Employer: Disability/Veteran

Other details

• Pay Type Salary

• White Marsh, MD, USA