Customer Support Specialist/Operations Generalist (Temporary Position)

Summary: Wilson Language Training is committed to achieving literacy for all and is seeking temporary Customer Support Specialists/Operations Generalists to support their Customer Service and Order Entry Operations. The role involves high-quality customer interactions, managing course enrollments, processing transactions, and providing administrative support to the Operations department. Responsibilities: - Ability to communicate clearly and professionally via chat, phone and email - Maintain and update customer records during interactions, transactions, and communications - Process transactions for materials and subscription offerings - Ensure accurate, timely responses and follow-up with customer inquiries - Work closely with other internal teams to ensure seamless transitions throughout the customer journey - Continue and maintain working knowledge of all company products, services, and online platforms - Provide precise details of each product line and corresponding materials including catalogue descriptions and pricing - Process cancellations and transfers for professional learning options - Provide authorization and documentation for customer returns and shipments - Process orders and quotes for materials, digital subscriptions (SaaS) and registrations for professional learning offerings - Interact with shipping personnel as needed to ensure timely and complete shipments of materials to customers - Communicate interdepartmentally and with customers to ensure accurate processing of orders - Collaborate with Customer Success/Experience and Sales teams as needed to support their customers with quote requests or order processing - Responsible for preliminary review of all incoming orders for all necessary information - Work with the Finance department on requests for information and answer questions related to orders - Contacts customers to respond to inquiries, ensure accurate processing of material orders or to resolve issues such as incomplete, incorrect, or duplicate shipments - Understand and display WLT’s values - Other duties as assigned Required Qualifications: - Ability to communicate clearly and professionally via chat, phone and email - Maintain and update customer records during interactions, transactions, and communications - Process transactions for materials and subscription offerings - Ensure accurate, timely responses and follow-up with customer inquiries - Work closely with other internal teams to ensure seamless transitions throughout the customer journey - Continue and maintain working knowledge of all company products, services, and online platforms - Provide precise details of each product line and corresponding materials including catalogue descriptions and pricing - Process cancellations and transfers for professional learning options - Provide authorization and documentation for customer returns and shipments - Process orders and quotes for materials, digital subscriptions (SaaS) and registrations for professional learning offerings - Interact with shipping personnel as needed to ensure timely and complete shipments of materials to customers - Communicate interdepartmentally and with customers to ensure accurate processing of orders - Collaborate with Customer Success/Experience and Sales teams as needed to support their customers with quote requests or order processing - Responsible for preliminary review of all incoming orders for all necessary information - Work with the Finance department on requests for information and answer questions related to orders - Contacts customers to respond to inquiries, ensure accurate processing of material orders or to resolve issues such as incomplete, incorrect, or duplicate shipments - Understand and display WLT's values - Excellent communication and interpersonal skills - Maintain a positive and professional attitude - High degree of comfort with Desktop Computer functions - Strong organizational skills and attention to detail - Familiar with CRM systems and practices, NetSuite experience a plus - SalesForce Service Cloud experience a plus - Internet navigation skills - Ability to work independently, collaboratively and productively - High School Diploma or G.E.D - At least one year of customer service and/or administrative office experience in a professional office environment Required Skills: CRM systems, NetSuite, SalesForce Service Cloud, Desktop computer skills, Internet navigation, Order processing, Customer service, Professional attitude, work collaboratively