Educator Outreach Representative at University of Wisconsin - Madison

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 WIDA careers 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. 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 on a voluntary basis, but the role is headquartered in Madison, WI and requires occasional 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.

Please review UW Remote Work Policy UW5087 for details.

WIDA operates in a Windows‑based environment, and a Dell PC laptop will be issued for use in this role.

• Identify, troubleshoot, resolve and/or escalade more complex first and second level technical problems for various products and services.
• Process customer transactions following established departmental policies and procedures.
• Guide and train staff and student workers.
• Monitor and maintain work areas and supplies to meet customer and operational needs.
• Organize, distribute, and maintain relevant work unit procedures, policies, and updates to ensure accuracy and relevance of delivered information.
• Process customer transactions and may take payments following established policies and procedures.
• Troubleshoot and resolve issues in a timely and professional manner.
• Provide exceptional service, answer questions, or provide information in a specific subject area to internal and external customers, donors, and stakeholders based on set material or standards.

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 and competitively priced health/dental/vision/life insurance.

• 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 priorities, take initiative, remain self‑motivated, and exercise sound independent judgement.
• Demonstrated history of strong organizational skills and attention to detail.
• Ability to work both independently and in a team environment.
• Excellent verbal and written communication skills.

• Experience working in…