Adult ESL and Client Relations Specialist provides adult ESL expertise, manages BEST Plus Trainer Program, and delivers training activities to support the BEST Plus, BEST Literacy, and CAL English Proficiency Test (EPT) areas. The Specialist leads client relations, promotes sales and supports customers with CAL’s products and services, including assessment instruments, on-line education, institutes and publications.
Essential Duties and Responsibilities
Adult English as a Second Language (ESL) • Oversee CAL assessments (BEST Plus and CAL EPT) trainer certification and recertification processes. • Develop new sales by guiding clients and trainers through implementation of BEST Plus or CAL EPT test programs. • Provide and present instructional content to trainers, state directors, and ESL/EFL program coordinators. • Develop and provide professional development for domestic and international projects for CAL. • Collaborate with other ESL/EFL specialists and CAL staff on new and on-going projects in adult ESL. • Provide training and technical assistance for the CAL EPT and other adult ESL related international projects. • Provide input on product development and revision based on questions and feedback from clients. • Participate in research relevant to the field of adult English language learners, language proficiency development, and attainment of educational goals, as related to teacher education. • Share information and resources through publications, presentations, and conferences with practitioners in the field of adult ESL.
Client Relations • Manage daily operational support systems: phone calls and emails from internal and external clients for CAL’s online courses, institutes, and third-party vendors including. • Maintain accurate electronic records, using Goldmine for tracking trainers and test administrators, as well as key contacts with clients and prospects. • Coordinate with manager on the proposal development request (PDR) and project number request processes for training workshops. • Provide support with marketing and communications using Goldmine email pushes. • Manage clients and coordinate with CAL Store staff on payments and client communications domestic and abroad. • Coordinate with support staff to respond to non-routine user inquiries and build capacity and infrastructure for assessment, professional development, technical support, and other related support areas designated for customer support and client relations activities (i.e. New Item Forms, Bulk Orders, Internal orders, etc.) • Maintain both paper and electronic files tracking the status and contact information for all BEST Plus and CAL EPT Test Administrators, trainers, and trainers-in-training. • Provide backup for: the registration managements systems for online learning certificate courses and SOPA courses, facilitating Moodle (registrations, logins, course creation and copying), and troubleshooting technical assistance for CAL’s online courses, institutes, and third-party vendors. • Provide additional client relations support to other CAL projects as requested.
Education and Experience
• Bachelor’s degree from an accredited college or university, in a related field, with at least two (2) years of relevant experience. or • Master’s degree from an accredited college or university, in a related field. • Experience with adult learners, coaching/training, testing, or previous experience in an educational setting.
Any equivalent combination of education and experience determined to be acceptable.
Knowledge, Skills and Abilities
• Excellent interpersonal skills, including courteousness, tact and good verbal communications. • Detail oriented with a high degree of organization and accuracy. • Experience with customer service and sales. • Proficient in Microsoft Office Suite. • BEST Plus certified trainer, or master trainer. • Knowledge of Goldmine or similar CMS software. • Ability to complete assigned tasks and make routine decisions without immediate supervision, and must be accurate, efficient and discrete when handling detailed and often sensitive work assignments.
Remote Work and Relocation
This position requires on-site work at the Center for Applied Linguistics (CAL) office in Washington, DC. There is no option for remote work and/or relocation assistance.
Internal Number: 19-05
About Center for Applied Linguistics (CAL)
CAL is an internationally recognized nonprofit 501(c)(3) organization whose mission is to promote access, equity, and mutual understanding for linguistically and culturally diverse people around the world. Presently, CAL houses major federally funded projects on English language learning, foreign languages, language policy, language assessment, and literacy education. Research and application efforts focus on diverse areas of language education, language policy, assessment, and training. CAL has an annual operating budget of approximately $17 million, with a staff of approximately 60.
CAL has focused its efforts largely on language education and assessment, and on issues of equity and access for language minority populations. In recent years, CAL has broadened its focus in response to private sector needs in the areas of workplace literacy and linguistic diversity in the workplace.