Educator Outreach Representative

School of Education, University of Wisconsin-Madison; Madison (WI); Hybrid; USD 26,174 - 31,684; Full time

Benefits offered by this job

Comprehensive benefits package

Generous paid time off

Health/dental/vision insurance

Wisconsin Retirement System participation

Job summary

A leading educational institution is seeking an Educator Outreach Representative to support educators of multilingual learners. This role involves delivering technical assistance and customer service related to educational products. Candidates should have customer service experience and strong communication skills. The position offers remote work options and is located in Madison, WI. A comprehensive benefits package is included.

Qualifications

• At least one year of customer service experience, ideally in a contact center.
• Exceptional customer service and problem-solving skills.
• Proficient with Windows-based systems and web-based tools.
• Ability to manage competing priorities and remain self-motivated.
• Strong organizational skills and attention to detail.
• Ability to work both independently and in a team environment.
• Excellent verbal and written communication skills.

Responsibilities

• Identifies, troubleshoots, resolves complex technical problems.
• Process customer transactions following policies.
• Guides and trains staff and student workers.
• Monitors and maintains work areas for operational needs.
• Organizes and maintains relevant work unit procedures.
• Provides exceptional service and answers questions.

Skills

Customer service experience

Problem-solving skills

Communication skills

Organizational skills

Proficiency in Windows-based systems

Education

Associate's Degree

Tools

Microsoft Office

Web-based tools

Job description

Join to apply for the Educator Outreach Representative role at School of Education, University of Wisconsin-Madison.

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Job Details

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

Overview

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 https://wida.wisc.edu/about/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. 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.

Key Job Responsibilities

• 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

Department

• School of Education / WIDA

Compensation

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).

Required Qualifications

• 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.

Preferred Qualifications

• Experience working in Pre-K–12 education.
• Familiarity with WIDA tools and assessments or direct experience administering WIDA assessments.
• Bilingual/biliterate in Spanish.

Education

Associate's Degree Required

How to Apply

Please go to the Apply Now area and select your current UW Employment Status. Upload a copy of your current resume and a cover letter.

Contact Information

Franchesca Beswick

[e-mail]

Institutional Statement on Diversity

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, click here.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

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