Customer Relations Specialist, BEST Assessments

***Please submit Resume and Cover Letter when applying***

The Center for Applied Linguistics is a nonprofit organization promoting access, equity and mutual understanding for linguistically and culturally diverse people around the world.

The mission of the Center for Applied Linguistics (CAL) is to promote language learning and cultural understanding by serving as a trusted source for research, resources, and policy analysis. Through its work, CAL seeks solutions to issues involving language and culture as they relate to access and equity in education and society around the globe.

CAL is located in Washington, D.C. For this position, the employee will need to spend at least two business days per week at the CAL office. This position is not open to candidates residing in New York, New Jersey, Pennsylvania, Texas, California, or the U.S. Territories.  

The Customer Relations Specialist, BEST Assessments, position supports all operations related to the customer support, as well as business development of Adult English Language Assessments that are owned and sold by the Center for Applied Linguistics (CAL). These assessments, BEST Literacy and BEST Plus, are used by adult English as a Second Language (ESL) programs, community colleges, and/or other organizations providing English education services to immigrant populations. This position is responsible for the supervision of one part-time Customer Support Assistant and reports to the Senior Director of Language Assessment and Instructional Research (LAIR) unit. This position works collaboratively with other functional departments at CAL, including fulfillment, communications, and test development. The incoming candidate will need to spend at least two business days per week at the CAL office in Washington, DC.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide daily telephone and email support, including technical support, for BEST Plus and BEST Literacy test administrators and programs.
• Collect, compile and analyze customer data.
• Implement and manage customer support process for test users.
• Log customer questions and needs, and compile FAQ sheets.
• Create escalation schedule for all operations and customer issues and serve as the point of escalation and back up for customer support line.
• Manage the sale and distribution process for CAL’s adult English language assessments, including following up on outstanding payments.
• Create, document, and implement processes and workflows to improve team efficiency.
• Support registration and enrollment for the online workshops and training courses for users of BEST assessment products.
• Coordinate across functional departments at CAL, including operations, finance, communications, and test development to ensure customer requests fulfillment.
• With the support of the Senior Director of LAIR, develop a strategy for BEST Products sales growth.
• With the support of the Senior Director of LAIR, develop and execute prospective client outreach.
• Represent BEST products during meetings with current and prospective clients.
• Promote BEST assessments at professional conferences.
• Supervise and mentor one Customer Support Assistant.
• Complete other assignments at the direction of the Senior Director of LAIR.

EDUCATION AND EXPERIENCE

Required

• High School Diploma or equivalent
• Some college experience
• 3+ years of relevant experience

Preferred

• Bachelor’s degree (BA / BS)
• Experience providing customer service
• Experience with or knowledge about adult ESL education in the U.S.
• Experience with sales and marketing of educational products

Any equivalent combination of education and experience determined to be acceptable.

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent interpersonal, editing, oral and written communication skills in English.
• Proficient in the use of Word, PowerPoint, and Excel.
• Ability to work flexibly and cooperatively in a fast-paced team environment.
• Acute attention to detail and ability to consistently meet deadlines.
• Ability to work independently as well as part of a team.

COMPENSATION:

Starting at $59,500 annually based on years of experience and skills. This position is benefits eligible.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to effectively communicate. The employee may be required to sit or stand in a stationary position for more than 50% of the time. This position constantly operates a computer and other office productivity equipment. The employee may be required to move boxes of 30lbs. CAL adheres to ADA compliance and guidelines as a common practice.

ADDITIONAL INFORMATION 

This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time. 

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYMENT STATEMENT 

The Center for Applied Linguistics (CAL) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, or genetics. In addition to federal law requirements, CAL complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

CAL expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of CAL employees to perform their job duties may result in discipline up to and including discharge.