Customer Service Representative - Contractor

As a Customer Service Representative (Contractor), you'll serve as the first line of support for teachers, schools, and districts using Wayside Publishing's products. You’ll respond to customer calls, chats, and emails, resolve support cases in Salesforce, and assist with order processing, including handling Purchase Orders and post-order issues. This role requires excellent communication skills, comfort working across multiple systems, and a customer-first mindset. 

This position is 40 hours per week (Monday through Friday), and the contractor role will end on 9/30/2026. 

Who We Are

Wayside Publishing is a progressive developer of world language programs, resources, and materials for middle and high schools across the United States. We partner with educators to craft transformative texts and digital tools that engage students and foster successful communication and understanding across cultures.

Primary Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat, delivering accurate and timely solutions.
• Manage support cases in Salesforce, documenting all communication, resolutions, and follow-ups.
• Process orders and Purchase Orders, troubleshoot order issues, and handle post-order concerns, including returns, refunds, and replacements.
• Provide product and order information with empathy and professionalism.
• Coordinate with internal teams (e.g., Sales, Warehouse, Digital Support) to resolve complex issues.
• Stay informed about current products, pricing, and policy updates to provide accurate information to customers.
• Flag and share customer feedback that could improve our products, processes, or communications.
• Meet or exceed quality and responsiveness metrics.
• Perform other customer service-related duties as needed.

• High School diploma or GED required; some college preferred.
• 1+ years of Customer Service or related experience.
• Experience working in a CRM like Salesforce is preferred.
• Comfortable with technology and multitasking across platforms.
• Strong written and verbal communication skills.
• Reliable, detail-oriented, and calm under pressure.
• Available to work between the hours of 8:30 AM and 8:30 PM Eastern Time.

We believe that traditional hiring policies can hurt the most marginalized people in society, including people of color, people from working-class backgrounds, women, and LGBTQ people. Because we believe that these communities must be centered in the work we do, we strongly encourage applications from people with these identities or who are members of other marginalized communities.

Wayside Publishing is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

When submitting your application, please include a concise cover letter that speaks to your experience and why this role is the next best step in your career.

NO PHONE CALLS OR RECRUITERS PLEASE.