[Hiring] Customer Support Associate @Cengage Group

Role Description

Do you consistently demonstrate professionalism, attentiveness, compassion and courtesy to others? Are you dedicated to delivering a service experience that endears customers to proudly reference our products and services? If so, this position may be for you!

In this role, team members handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via multiple channels, such as phone, email, cases and live chat.

Associates navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries. They identify and report on trends that lead to improvements to our products, services, processes and websites.

Successful team members will:

• Achieve established quality, availability and productivity objectives to ensure overall success.
• Be committed to ongoing personal development.
• Build into other's success by sharing acquired knowledge through mentoring opportunities.
• Thrive in a team environment and also possess the ability to work productively and independently.
• Demonstrate solid multi-tasking and organizational skills.
• Possess a High School Graduate or GED.

Qualifications

• High School Graduate or GED.

Requirements

• Professionalism, attentiveness, compassion, and courtesy.
• Ability to handle inquiries via multiple channels (phone, email, cases, live chat).
• Experience with internal software applications.
• Ability to identify and report on trends for product and service improvements.

Benefits

• Vacation accrual starting on day one, plus company-designated and floating holidays throughout the year!
• 401K with employer matched contributions.
• Healthcare (medical, dental, and vision) coverage starting day one.
• Quarterly performance reviews with a strong culture of internal advancement.
• A work from home position where the necessary job assets are provided by the company.

Company Description

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

$15.00 - $20.00 USD