Customer Service Operations Support Analyst
The Customer Service Operations Support Analyst is responsible for processing accommodations requests for the Accessibility and Disability Services Department. This includes case file review, making accommodations determinations, and direct contact with accommodations candidates, advocates and clients. The role will also research and solution non-standard requests that will require the writing of Implementation Plans for complex one-off situations.
Role and Responsibilities:
- Provide support to clients and candidates within the high-volume accommodations request workflow.
- Conduct assessments on files to determine completeness and eligibility for accommodations.
- Make decisions and recommendations depending on information provided, as their experience and education permit.
- Make initial assessment and collaborate with colleagues or forward to senior leaders on the Accommodations Accessibility and Disability Services team.
- Work with candidates and clients to solution non-standard requests in multiple test delivery models.
- Responsible for projects that may include candidate, client, test channel, and internal stakeholder interaction.
Education and Experience:
- Bachelor’s degree required in special education, learning disabilities, psychiatric nursing, social work, or a related field in the area of disabilities; master’s degree preferred
- 2+ years of experience in a corporate, education, or mental health services workplace required
- 2+ years of experience in a customer service or student services position preferred
- Experience working directly with people with disabilities preferred
Skills, Knowledge and Abilities:
- Working knowledge of the Americans with Disabilities Act (ADA) and related disability laws
- Ability to exercise discretion in handling confidential written material
- Ability to develop and maintain a positive customer relationship
- Effective conflict management skills
- Effective time management, organizational, and planning skills
- Strong attention to detail
- Ability to communicate professionally with diverse populations using tact and empathy
- Proficient in MS Office Suite applications, virtual meeting applications, and database applications
- Ability to work independently or with minimal supervision
This is a hybrid position out of our Bloomington, MN office. The salary range for this role is $55,000-$65,000 annually.
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As a Customer Service Operations Support Analyst at our Bloomington, Minnesota office, you will play a critical role in the Accessibility and Disability Services Department. Your main focus will be on processing accommodation requests and ensuring that each candidate receives the support they need. With a busy workflow, you'll conduct detailed assessments of case files to determine their completeness and eligibility, allowing you to make informed recommendations. Communication is key in your role as you'll be collaborating directly with candidates, advocates, and clients to address their unique accommodation needs. You'll also dive into researching and crafting Implementation Plans for more complex scenarios, showcasing your problem-solving skills. Your expertise in customer service will shine through as you manage projects that involve various stakeholders. If you have a passion for making a difference and possess a solid understanding of the Americans with Disabilities Act, this position is perfect for you. Join our team and help us create a more accessible environment for all!
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