Jan 31, 2020

Educator Services Consultant

  • Wileyed Solutions
  • Louisville, KY, USA
Full-Time Customer Service

Job Description

The Company:

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/ .

General Purpose:

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.

Role Qualifications:
  • 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.
Position Responsibilities:
  • 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
  • Academic Advising
  • 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.



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