Educational Testing Service Process Coordinator in Ewing, New Jersey
Position Summary: The Process Coordinator role is the primary ETS contact for test center staff supporting test administration functions. Process coordinators provide telephone and email customer service, log new entries, updates and changes into key systems supporting the test administration function and provide support for other client service initiatives.
Responding to test center and client inquiries, concerns and updates from multiple channels (This will include test day support for weekend coverage some Saturdays and Sundays are required)
Maintaining test center records and transactions within the required systems and logged into the customer relationship management system (OSC)
Supporting peer to peer training on processes as well as other training initiatives as required
Collecting, compiling and analyzing data on test center performance from multiple channels
Proficiency and adherence to program and departmental SOP’s, program policies and work processes
Managing shared work queues and customer transactions from multiple points of entry
Identifying and recommending process improvements
Meeting deadlines for internal and external clients
Utilizing multiple databases to effectively manage workflow and meet contractual service level agreements
Adhere to departmental procedures and ethical standards; complying with the laws and regulations applicable to your job function
High School Diploma is required. Associate’s or Bachelor’s degree preferred. 5 years of experience in customer service or customer-oriented role is required.
Prior experience using Microsoft Word, Excel, web-based applications and databases, email and the Internet is required
Ability to work with minimal supervision, multi-task and prioritize assignments to meet deadlines
Strong verbal and written communication skills
Excellent organizational, time management and problem resolution skills
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.
EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.
EDUCATIONAL TESTING SERVICE is a Drug-free workplace.
Keyword: Process Analyze SOP Customer Communication Database SLA
From: Educational Testing Service