Assessment Technician

Job Title Performs a variety of duties as required to ensure student and non-student customers have a positive experience of the college relating to educational and industry certification assessments and related services. Provides exceptional service to both internal and external customers. Schedule: Monday - Thursday: 7:30 am to 2:30 pm or 1:00 pm - 7:00 pm; Fridays 7:30 am - 11:30 am or 11:30 am - 3:30 pm, expect to work two evening shifts a week. Job Focus Executes complicated scheduling processes for each industry certification exam client and each College program's enrollment testing requirements. Greets individuals (student and non-student customers) checking in for services and provides the necessary service or directs them appropriately; assists individuals in gaining priority access to other staff as appropriate for urgent intervention. Respond to staff, faculty, and customer inquiries and requests via email, phone, text, and other communication channels, utilizing strong written and verbal communication skills. Serves as backup for Admissions and Recruiting Advisors when necessary. Monitor and respond to application and assessment inquiries in Salesforce and email in a timely manner to assist potential students in the application process. Troubleshooting issues as necessary. Assists student and non-student customers with obtaining copies of assessment reports or other records. Regularly attends meetings and trainings and reviews policy and procedural changes for the college. Assists in updating Assessment Center processes as needed. Accurately update students' information and demographics and change passwords for enrollment testing and state certification exams. Manage the sale, payment processing, and accurate documentation of exam vouchers and proctoring fees. Align and notate sales and corresponding customers in various databases, including exam client spreadsheets and NorthStar, to ensure all documentation coincides. Coordinate with instructors regarding questions about exams, exam materials, testing security risks, and password changes. Obtain and maintains proctor certifications as required by all exam clients. Open and/or close the Assessment Center, preparing the Center for the exams to be proctored that day and following closeout procedures at night. Administer and proctor various academic, aptitude, competency, and interest exams to students and outside stakeholders, ensuring adherence to exam client and FERPA guidelines, procedures, and protocols, as well as following ADA accommodations when needed. Maintains and organizes student data and computer files; processes test scores and completes reports and summaries; and provides test results to appropriate entities. Troubleshoot technical and environmental issues that may affect the assessment center, promptly addressing and resolving them. Coordinate as needed with internal and external resources to troubleshoot technical and environmental issues to find a timely solution. Documentation of anomalies in testing environments and on exams and reporting any deviations to the appropriate exam client in a timely manner via phone, chat, and online reporting systems. Schedules and Administers a variety of exams to internal and external customers, following all testing standards to ensure test security and integrity. Maintains confidentiality of customer information. Minimum Qualifications Requires a high school diploma or equivalent. Two years of related experience in customer service, related industry, or equivalent experience. Must obtain primary exam certifications within nine months of hire and maintain certifications. Ability to deal with confidential information. Preferred Qualifications Previous experience in working in assessment. Ability to work effectively in a diverse, fast-paced environment involving constant customer contact and varying daily tasks as part of a team as well as independently while meeting deadlines. Proficient skills with computer applications such as Word and Excel, basic computerized bookkeeping, basic mathematics, and utilization of various types of office equipment. Proven verbal and written communication competency. Strong critical thinking and troubleshooting skills, attention to detail, commitment to accuracy and organization, and maintaining a professional demeanor. Physical Requirements Generally light office work Ability to perform repetitive movements with hands, sitting, standing, walking short distances frequently Process/Application Davis Technical College complies with all aspects of the ADA and section 504 of the Rehabilitation Act. Any applicant requiring accommodations in the application process must contact the Human Resource Office. Requests should be made three days prior to need. To be considered for employment you must meet the minimum qualifications of the position, submit an EMPLOYMENT APPLICATION, RESUME and COVER LETTER before the closing date. All applicants will be evaluated on the basis of relevant experience as stated therein. Apply online at EOE