Educator Outreach Representative

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• Job Category:
  University Staff
• Employment Type:
  
  Regular
• Job Profile:
  Customer Svcs Rep

The Educator Outreach Representative position is located within the Communications and Marketing department and will report to the Assistant Director of Customer Service. Educator Outreach Representatives are responsible for supporting educators of multilingual learners through a variety of products and services related to our WIDA Standards and Assessments. This position is also responsible for the development and delivery of technical assistance to educators from WIDA Consortium member states in the form of answering questions about test administration, training course accounts, and the WIDA standards for use in instruction.

In addition, this position will support cross-departmental projects and initiatives across WIDA (some examples include annual participating in WIDA assessment UAT reviews, moderating webinars, etc).

What is WIDA? For over 20 years, WIDA has provided a trusted, comprehensive approach to supporting, teaching, and assessing multilingual learners. We are an educational services organization that advances language development and academic achievement for multilingual children in early childhood and grades K-12. In short, we provide educators around the world with high-quality language standards, assessments, professional learning, and research. We are proud to be a part of the Wisconsin Center for Education Research (WCER) within UW-Madison's nationally ranked School of Education.

Visit (Use the "Apply for this Job" box below). and watch our Introduction to WIDA video to see why WIDA is an incredible place to work!

We encourage applicants from all locations to apply. However, preference will be given to candidates residing in or near Madison, WI as this position may occasionally require on-site work at our Madison office.

Remote work is an option for this position on a voluntary basis; however, it is important to note that this role is headquartered in Madison, WI, and the tasks of the position require occasional work-related travel. If working remotely out-of-state, travel back to UW-Madison would not be reimbursable, and
other business travel will require cost comparisons between your home and Madison, WI.

UW Travel Policy and Remote Work Policies outline business travel requirements for fully remote employees, and WIDA is committed to supporting employees with their business travel and minimizing or eliminating out-of-pocket expenses whenever possible. Please review UW Remote Work Policy UW5087, in particular, Section III, Part G which addresses an employee's Headquarters Location. We will be happy to support and address questions about remote work or travel during the interview process.

WIDA operates in a Windows-based environment, and a Dell PC laptop will be issued for use in this role. Software and virtual connection tools that are critical to our work dictate that WIDA staff work on a PC.

• Identifies, troubleshoots, resolves and/or escalates more complex first and second level technical problems for various products and services.
• Process customer transactions following established departmental policies and procedures.
• Guides and trains staff and student workers
• Monitors and maintains work areas and supplies to meet customer and operational needs
• Organizes, distributes, and maintains relevant work unit procedures, polices, and updates to ensure accuracy and relevancy of delivered information
• Processes customer transactions and may take payments following established policies and procedures
• Troubleshoots and resolves issues in a timely and professional manner
• Provides exceptional service, answers questions, or provides information in a specific subject area to (internal, external) (customers, donors, stakeholders) based on set material or standards

• School of Education / WIDA

Minimum: $19.00 hourly

The typical starting range for this position is $19 - $23 per hour ($40,000 - $48,000 annually) depending on qualifications and experience. This position offers a comprehensive benefits package, including generous paid time off, health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS).

• At least one year of customer service experience, ideally in a contact center or similar setting, managing high volumes of calls and emails supporting a range of external audiences.
• Exceptional customer service and problem-solving skills.
• Proficient with Windows-based systems, Microsoft Office, and web-based tools or platforms used to locate information and resources.
• Ability to manage competing…