Customer Support Associate

Cengage; United States; Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Vacation accrual from day one

401K with employer matched

Healthcare coverage from day one

Quarterly performance reviews

Work from home position with assets

Job summary

Cengage Group is seeking a customer service associate to handle orders, inquiries, adjustments, and digital product registrations across phone, email, cases, and live chat.

You'll navigate multiple internal systems, identify root causes, and contribute to product and process improvements while delivering a professional, compassionate service experience. A High School Diploma or GED is required, and strong multitasking and organizational skills are essential.

Qualifications

• High School Diploma or GED required.
• Experience handling inquiries via multiple channels (phone, email, live chat).
• Able to identify root causes and resolve inquiries efficiently.

Responsibilities

• Handle inquiries regarding orders, adjustments, gratis copies, and general product questions via multiple channels.
• Navigate multiple internal systems while communicating with customers to clarify needs.
• Identify trends and report improvements to products, services, and processes.
• Work in a team while also capable of independent, productive work.

Skills

Customer service

Multitasking

Communication

Problem solving

Education

High School Diploma or GED

Job description

Remote

We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Cengage's portfolio of businesses supports student choice by providing a range of pathways that help learners achieve their goals and lead a choice-filled life.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.

About this role ...

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.

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.

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees.

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