Customer Support Assistant

  • Full-time

Company Description

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.

Job Description

**Applicants must submit a Résumé and Cover Letter to be considered for this position.**

This position requires candidates to reside within the DC Metro area (DC/Maryland/Virginia) or be willing to relocate to the DC Metro area prior to starting the role.

POSITION SUMMARY

The Customer Support Assistant provides daily telephone and email customer service and support to users of English language proficiency tests that are owned and sold by CAL. These tests, BEST Literacy and BEST Plus, are two Adult English language assessments developed by the Center for Applied Linguistics (CAL) and used by adult English as a Second Language (ESL) programs, community colleges, and/or other organizations providing English education services to immigrant populations. The Customer Support Assistant is also responsible for the weekly packaging and shipping of customer physical orders and the activation of computerized products.

ESSENTIAL DUTIES

  • Provide daily telephone and email support, including technical and store support, for BEST Plus and BEST Literacy test administrators and programs.
  • Acknowledge receipt of orders, handle test activations, maintain impeccable records in internal database.
  • Keep log of customer questions and organize and archive responses to customers.
  • Enter and maintain store purchase orders and orders to be shipped.
  • Enter and maintain digital and/or paper files of test administrators, trainers, programs, purchase orders, and CAL training registrants.
  • Prepare packages and weekly shipment of customer orders.
  • Assist with order tracing and payment correspondences.
  • Provide administrative support (copying, printing, mailing correspondence, data analysis), as needed.
  • Organize and archive important communications with customers following existing procedures.
  • Participate in periodic meetings.
  • Proof communications for the BEST including the website, registration system, client surveys, and client emails.
  • Document and maintain procedures for the Client Relations team.
  • Provide technical assistance and co-facilitate online trainings as needed.
  • Complete other assignments at the direction of the Customer Relations Operations Manager.

Qualifications

EDUCATION AND EXPERIENCE

Required:

  • High school diploma and 6+ years of relevant experience
  • At least 1 year of direct customer service experience

Preferred:

  • Bachelor’s degree (BA/BS) and 2+ years of relevant experience
  • Experience with adult learners, testing, or previous experience in educational setting is preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Proficient in Microsoft Office suite.
  • Knowledge of Square Space or similar CMS software preferred.
  • Excellent interpersonal skills, including courteousness, tact and good verbal communications,
  • Ability to be detail oriented with a high degree of organization and accuracy.
  • Ability to complete assigned tasks and make routine decisions without immediate supervision.
  • Must be accurate, efficient and discrete when handling detailed and often sensitive work assignments.
  • Familiarity with and shared passion for CAL’s Mission and Core Values

Additional Information

COMPENSATION:

Minimum Salary: $46,023 Annually

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 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.