Job Summary: This role focuses on customer satisfaction and supports departmental goals by accurately responding to customer requests in a professional, positive manner. This includes data processing, communicating product and service information, providing basic technical assistance, managing course enrollments, and responding to customer inquiries.

Essential Job Functions:

• Respond to customer inquiries received via telephone, e-mail, fax, mail, and in-person related to offered services, materials, and web-based resources
• Troubleshoot, document, and resolve user issues, errors, and bugs; identify trends and escalate when appropriate
• Gather customer feedback and feature requests to share with management
• Communicate with customers' IT department as needed to troubleshoot and resolve users' technical issues.
• Ensure accurate and timely customer responses and follow-up
• Determine what information is best suited to customer requests and when necessary make appropriate interdepartmental referrals
• Identify when exceptions are required and bring them to the attention of the departmental point person or manager
• Continue and maintain a working knowledge of all company products, services and promotions
• Provide precise detail of each product line and corresponding materials including catalogue descriptions and pricing
• Process registrations for professional learning options offered
• Guide customers through all options of online course offerings and resources as well as assist customers who have trouble with course access
• Process orders and returns
• Understand and display WLT's values
• Other duties as assigned

Additional Job Functions:

• Organize and file documents when necessary
• Update customer records when new information is available
• Assist with processing incoming, outgoing, and interdepartmental mail
• Participate in departmental and organizational projects with a focus on improvement and development of procedures and functions

Minimum Requirements:

• Sitting at a computer station continuously for long periods of time.
• Working with and learning computer programs as implemented by Wilson Language Training.
• Communicating clearly and professionally over the phone, in writing, and in person.
• Quickly learn new applications and guide customers in their use.

Skills:

• High degree of comfort with Desktop Computer functions.
• Basic Internet navigation skills.
• Ability to reliably demonstrate all the skills and responsibilities of the Customer Support Specialist II position.

Education:

• High School Diploma or G.E.D.

Experience:

• At least one year of customer service experience.
• Ability to reliably demonstrate all the skills and responsibilities of the Customer Support Specialist II position.
• Exposure to Microsoft Dynamics GP is a plus.

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V