"Educator Outreach Representative"

The Educator Outreach Representative position is located within the Communications and Marketing department and reports to the Assistant Director of Customer Service. This role supports educators of multilingual learners through WIDA Standards and Assessments, including development and delivery of technical assistance on test administration, training course accounts, and WIDA standards for instruction. It also involves supporting cross-departmental projects such as participating in WIDA assessment UAT reviews and moderating webinars.

WIDA provides a trusted approach to supporting, teaching, and assessing multilingual learners in early childhood and grades K-12, offering language standards, assessments, professional learning, and research as part of the Wisconsin Center for Education Research (WCER) at UW-Madison.

Key responsibilities include:

• Identifying, troubleshooting, resolving, and escalating technical problems for products and services.
• Processing customer transactions according to policies and procedures.
• Guiding and training staff and student workers.
• Monitoring and maintaining work areas and supplies.
• Organizing and distributing work unit procedures and policies.
• Troubleshooting and resolving issues promptly.
• Providing exceptional service and answering questions based on set standards.

Required qualifications:

• At least one year of customer service experience, preferably in a contact center.
• Exceptional customer service and problem-solving skills.
• Proficiency with Windows-based systems, Microsoft Office, and web-based tools.
• Ability to manage competing priorities and work independently or in a team.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.

Preferred qualifications:

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

Compensation: Minimum $19.00 hourly, typical starting range $19-$23 per hour. This position offers a comprehensive benefits package, including paid time off, health insurance, and participation in the Wisconsin Retirement System.

To apply, upload a resume and cover letter via the specified process. Contact: Franchesca Beswick at humanresources@wida.us.