Remote Customer Support Specialist

Cengage Group; United States; Remote; USD 2,066,000 - 2,755,000; Full time

Benefits offered by this job

Vacation accrual from day one

401K with employer matched

Healthcare coverage starting day one

Quarterly performance reviews

Work from home position

Job summary

Cengage Group is seeking a customer service associate to handle inquiries across orders, gratis copy requests, digital registrations, and general product questions via phone, email, cases, and live chat. You will use multiple internal tools to assist customers and resolve issues while upholding a professional and courteous service experience.

Team members will navigate various systems, clarify needs, and report trends to drive improvements in products, services, and websites.

Qualifications

• High School Graduate or GED required.
• Excellent customer service and interpersonal skills.
• Ability to work across multiple channels (phone, email, live chat).

Responsibilities

• Handle inquiries about orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries via phone, email, cases and live chat.
• Navigate multiple internal software applications while clarifying customer needs, identifying root causes, and resolving inquiries.
• Identify and report trends to improve products, services, processes and websites.

Skills

Customer service

Communication

Multi-tasking

Professionalism

Attentiveness

Courtesy

Education

High School Diploma or GED

Job description

Cengage Group is seeking a customer service associate to handle inquiries across orders, gratis copy requests, digital registrations, and general product questions via phone, email, cases, and live chat. You will use multiple internal tools to assist customers and resolve issues while upholding a professional and courteous service experience.

Team members will navigate various systems, clarify needs, and report trends to drive improvements in products, services, and websites.