Customer Support Specialist/Operations Generalist (Temporary Position)

Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.

The success of our team members is no less paramount. We're dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work. Are you ready to be a changemaker?

Wilson Language Training is recruiting for four temporary positions to support our Customer Service and Order Entry Operations areas from May 1, 2026 to October 1, 2026.

Job Summary: This role focuses on high quality interactions with customers via telephone, email, and online chat. Communicating product and service information, managing course enrollments, and assisting with inquiries about shipments, returns and online resources. In addition, this position is responsible for providing administrative support to the Operations department.


Essential Job Functions Customer Support:

• 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.

Essential Job Functions Operations/Order Entry

• 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.

Skills

• 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.

Education:

• High School Diploma or G.E.D.

Experience:

• At least one year of customer service and/or administrative office experience in a professional office environment.

Anticipated Pay: $22 per hour