Customer Service Representative

Company overview

Prometric is a global test development and delivery provider supporting more than 300 organizations across the world. The company helps ensure credentialing exams are administered fairly and that candidates earn the certifications they pursue through a trusted testing experience.

Role summary

Paragon Testing Enterprises, part of Prometric, is hiring a full-time Customer Service Representative in Vancouver, BC. In this role, you will support prospective test takers, end-user clients, and partner organizations with questions related to tests and instructional materials, working under the direction of the Customer Service Supervisor.

Work schedule

This position requires five 8-hour shifts per week, scheduled between Monday and Sunday. Shift hours fall between 8:30am and 5:00pm PST. Weekend shifts are part of the job on a rotating basis.

Key duties

• Respond to test takers through email, phone, and online chat with complete and helpful service.
• Handle customer requests such as registrations, transfers, and cancellations promptly.
• Support the promotion and delivery of Paragon’s tests and instructional materials to candidates, clients, and stakeholders.
• Help improve the procedures used to deliver and implement testing products and materials.
• Contribute updates to registration and reporting databases.
• Monitor customer requests and share input that can improve the overall customer service process.

Requirements

• Minimum one year of experience in a customer service role.
• Comfort and sensitivity when assisting test takers whose first language may not be English.
• Working knowledge of business and office procedures and how they are applied in practice.
• Hands-on experience with computer-based business tools, including Windows Office applications such as Excel, Word, and Access, as well as email.
• Strong attention to detail and the ability to work well in a team environment.
• Capability to use tact, discretion, and confidentiality in day-to-day work.
• Ability to stay effective under pressure and meet deadlines.
• Clear oral and written communication skills, plus strong interpersonal, problem-solving, customer service, and organizational abilities.
• Must be legally eligible to work in Canada.
• Availability to work weekend shifts on a rotating schedule.

Compensation

The annual base salary for this position is CAD 38,000.

Equal opportunity statement

Prometric is an equal opportunity employer and is committed to diversity and inclusion. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic.