Are you passionate about literacy? For almost three decades, Wilson Language Training� (WLT) has been dedicated to �Literacy for All.� We empower individual educators, schools, and districts to achieve literacy with all students in their care.

We started with the education of teachers who were working with individuals with dyslexia. Now, in addition to our school- and district-level in-service work, the Wilson certification models are embedded into several universities� reading or special education graduate degree programs so that teachers are better prepared to teach the most challenged readers.

Whether educators work with us in their schools/districts or at a university, our goal is the same: to give them a high-level of knowledge and skill with teaching reading and writing to all of their students.

What you�ll be doing:
You�ll be focused on customer satisfaction while supporting departmental goals. You will be responding to customer requests in a professional, positive manner. This includes data processing, communicating product and service information, providing basic technical assistance, and managing course enrollments.

Job Responsibilities:

• 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

Basic Qualifications:

• Highschool diploma or GED/equivalent
• 1+ years of customer service experience.

Preferred Qualifications:

• Microsoft Dynamics GP is a plus
• Communicating clearly and professionally over the phone, in writing, and in person
• Basic Internet navigation skills
• Comfortable and familiar with Desktop Computer functions

Physical Requirements:

• Sitting at a computer station continuously for long periods of time.
• Working with and learning computer programs as implemented by Wilson Language Training.

Benefits:

• Comprehensive benefits package with eligibility beginning on day 1
• 30-minute paid lunch
• Paid time off for company closure for days between Christmas and New Year's

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