REPORTS TO: Operations Manager
DEPARTMENT:Candidate Services
LOCATION:7941 Corporate Dr. Nottingham, MD 21236
JOB OVERVIEW
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 these 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.
PERKS
- Comprehensive Healthcare Benefits for eligible team members
- Accrued Paid Time Off
- Generous Employee Referral Program
- Employee Growth Program
RESPONSIBILITIES
- Proactively buildand support a close working relationship with Senior Nurse Aide Evaluatorsto support efficient testingat sites.
- Proactivelyreduce the percentage of cancelled events for assigned coverage area.
- Identify root causes for event cancellations, site concernsor issues
- Efficientlydrive SalesForcecases to completiondaily
- Demonstrate initiative to minimize test date cancellations whenever possible to allowcandidates to test
- Work with internal departments,candidates,and external stakeholders to ensure high levels of candidate satisfaction
- Build effective working relationships with testing sites, Nurse AideEvaluators,and other relevant stakeholders in assigned territory.
- Create,document,and communicate resolutions to incidents that occur
- Provideexceptional customer service using phone,email,and chat with all stakeholders
- Follow company security protocolsincluding those related to data privacy
- Document recurring issues and document cases for managementin SalesForceto prioritize as needed
- Beflexible to work a defined shift between8:00 am -6:00 pm, Monday-Sunday to support another team if necessary
- Be flexibleto adapt to needs of the business in daily assignments, shift change needsand additional responsibilities as needed.
- Assist withcandidate roster updates or corrections in a timely manner
- Supportproper execution of policies and procedures and identifyareas for improvement
- Oversee communication of systemsand troubleshoot errors causing possiblegaps
- Keep all systems up to date with current test site and NAE information
QUALIFICATION REQUIREMENTS
EDUCATION
- Bachelor's degree in Business Administration or other related course work preferred
EXPERIENCE
- Experience or familiarity with Salesforce is a plus
SKILLS
- Demonstrated customer/client focus
- Situational awarenesstobe able to resolve and/or escalate issues as required
- Ability to demonstrate culturalawareness to function as a part of a global team
- Good conflict resolution skills
- Works well under pressure in afast-paced environment
- Goodinterpersonal and communication skills over telephone,email,and other platforms
- Self-starter and independentworker
- Proficient with Microsoft Office(Word, Excel, Outlook)
PHYSICAL JOB REQUIREMENTS
- Ability to sit for extended periods of time
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.