The Customer Relations Specialist, BEST Assessments, position supports all operations related to the customer support, as well as business development of Adult English Language Assessments that are owned and sold by the Center for Applied Linguistics (CAL). These assessments, BEST Literacy and BEST Plus, are used by adult English as a Second Language (ESL) programs, community colleges, and/or other organizations providing English education services to immigrant populations. This position is responsible for the supervision of one part-time Customer Support Assistant and reports to the Senior Director of Language Assessment and Instructional Research (LAIR) unit. This position works collaboratively with other functional departments at CAL, including fulfillment, communications, and test development. The incoming candidate will need to spend at least two business days per week at the CAL office in Washington, DC.ESSENTIAL DUTIES AND RESPONSIBILITIES Provide daily telephone and email support, including technical support, for BEST Plus and BEST Literacy test administrators and programs.Collect, compile and analyze customer data.Implement and manage customer support process for test users.Log customer questions and needs, and compile FAQ sheets.Create escalation schedule for all operations and customer issues and serve as the point of escalation and back up for customer support line.Manage the sale and distribution process for CAL’s adult English language assessments, including following up on outstanding payments.Create, document, and implement processes and workflows to improve team efficiency.Support registration and enrollment for the online workshops and training courses for users of BEST assessment products.Coordinate across functional departments at CAL, including operations, finance, communications, and test development to ensure customer requests fulfillment.With the support of the Senior Director of LAIR, develop a strategy for BEST Products sales growth.With the support of the Senior Director of LAIR, develop and execute prospective client outreach.Represent BEST products during meetings with current and prospective clients.Promote BEST assessments at professional conferences.Supervise and mentor one Customer Support Assistant.Complete other assignments at the direction of the Senior Director of LAIR.
