Wiley Education Services uniquely understands the process of designing and implementing innovative learning experiences and comprehensive solutions that address today's higher education challenges. We provide education solutions, including online program management services for higher education institutions and course management tools for instructors and students. Through trusted collaborative relationships, Wiley Education Services also provides innovative content, technology, services, and insights that support its education partners to achieve improved institutional performance and learners to achieve their goals. For more information, please visit https://edservices.wiley.com/ .
The Educator Services team focuses on providing outstanding customer support to Advancement Courses (AC) Customers. AC customers are supported by coaching K-12 educators through course selection, enrollment, completion, transcription, and subsequent registrations to encourage those educators to continue to improve their practice, improve student achievement, and advance their careers.
Required: Bachelor's Degree
Preferred: Master's degree in the education field
3-5 years related experience and/or training; or equivalent combination of education and experience.
Advises Advancement Courses (AC) customers on course selections that would help them achieve their classroom specific goals
Listen to customer feedback about instructional design questions and coach customer through the course by having a conversation about pedagogy and UDL framework.
Coaches AC customers through career advancement by advising them towards options for re-enrollment.
Help customers navigate the technology required to help them achieve their goals in the course
Leverages CRM and case management systems to shepherd the learners experience from enrollment through course completion.
Facilitate delivery of course materials through applicable systems and vendors.
Troubleshoots technical issues related to courses, website, ordering, submissions and grading via phone, chat and email.
Consults with school and district administrators to establish and foster vendor relationships and process purchase orders.
Other duties as assigned.
Essential Skills and Experience:
Issue Resolution Management - A proven troubleshooter, with the ability to deal effectively on any given problem, identifying possible solutions
Pedagogy and classroom management
Knowledge of K-12 education, experience supporting teachers
Excellent oral and written communication
Flexibility to work with a changing environment
Strong attention to detail
Ability to multi-task and manage multiple customer interactions simultaneously
Valued Skills and Experience:
Knowledge of K-12 Educator Professional Development and Lane Advancement
Working knowledge of a learning management system (Moodle preferred)
Working knowledge of CRM's (Salesforce) and case management systems
Physical Requirements and Work Environment:
The physical demands and work environment characteristics described here represent those that the employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with a disability to perform the essential functions:
Physical Demands: While performing the duties of the job, the employee is occasionally required to sit, stand and walk.
Work Environment: This job is performed in a general office environment with standard office equipment available. Work is generally sedentary in nature, but may require standing and walking. The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
Deltak has been actively supporting the academic community since 1996. Today, Deltak provides a wide array of high quality services and support to prestigious academic institutions and their students, focused primarily on online and technology enabled learning. We foster a highly selective employee recruitment process that is matched by our focus on the personal and professional development of each team member once she/he becomes a member of our fast paced, entrepreneurial environment. Every day, our professionals are helping to positively affect the lives of students through exceptional services, innovative technologies and, most importantly, strong personal relationships.
At Deltak, we are passionate about the success of our partners, their students and each of our team members. We believe that our Core Values, ownership mentality and personal connection make us a pre-eminent organization in higher education. If you are passionate about education and have the desire to help people succeed, then we want to meet you and hear your story.