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Educational Testing Service Process Coordinator in Ewing, New Jersey

Job Descriptions:

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.

Required Experience:


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