Remote Customer Support Associate, Monday - Friday, 11am – 7pm EST

Cengage Group; Portland (ME); Remote; USD 21,000 - 28,000; Full time

Benefits offered by this job

Vacation accrual starting day one

401K with employer matched

Healthcare coverage starting day one

Quarterly performance reviews

Work from home position with assets

Job summary

Cengage Group in the United States seeks a customer service associate to handle inquiries about orders, accounts, and digital products across phone, email, cases and live chat.

You will navigate multiple internal systems, resolve issues, and report trends to improve products, services and websites. A high school diploma or GED and a collaborative, proactive mindset are required. The role includes a work-from-home option with provided assets.

Qualifications

• Achieve established quality, availability and productivity objectives.
• 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.

Responsibilities

• Inquiries handling regarding orders, adjustments, gratis copy requests, company websites, digital product registrations and general product inquiries via phone, email, cases and live chat.
• Navigate multiple internal software applications to clarify needs, resolve root causes and finalize inquiries.
• Identify trends and report insights to improve products, services, processes and websites.

Skills

Multitasking

Organizational skills

Mentoring others

Team player

Professional development

Education

High School Diploma or GED

Job description

Ohio, USA

United States

Full time

R2026-268

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.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at [e-mail] .

About Cengage

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

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. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our Total Rewards Philosophy.

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

Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we’ve built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey.

Warning: Be aware, there has been an increase of targeted recruitment scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address.