Remote Customer Support Associate (11:00 AM - 7:00 PM ET, Monday - Friday)
We believe in the power and joy of learning
At Cengage Group, 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.
Our culture values diversity, engagement, and discovery
Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/
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Do you have what it takes?
In this role you will perform a number of functions that are critical to delivering best-in-class service, via verbal and written communications. You will handle a variety of inquiries with regards to orders, adjustments, gratis copy requests, company websites, digital product registrations and general product and process inquiries. Our dedicated Contact Center Associates deliver accurate, professional, and dependable service to our customers which serves to improve our company??s position in the marketplace.
?? You consistently demonstrate professionalism, attentiveness, empathy, and courtesy in all situations.
?? You effectively correspond with internal and external customers, your peer group, and others.
?? Are dedicated to improving the customer experience and promoting customer loyalty and retention.
?? You are committed to ongoing, personal development and improvement.
?? You build into other's success by sharing acquired knowledge through mentoring and training opportunities.
?? You are an adaptable, stand-out colleague, who flourishes in a team environment, and possesses the ability to work independently - a true self-starter.
?? Navigate multiple, internal software applications while conversing with customers to resolve outstanding customer service issues.
?? You demonstrate a high degree of multi-tasking and organization to ensure phone, email, cases, live chats, and other team workload balance reduction.
?? Resolve product or service problems by clarifying the customer's needs; resolving the root cause of the issue; selecting and explaining the best solution to tackle the request; and following up to ensure satisfaction.
?? You are committed to meeting established quality, call and productivity objectives to ensure overall success.
?? Recognize trends which lead to improvements of our products, services, processes, and websites.
?? Possess a High School Graduate or GED.
Benefits
?? Potential to earn a quarterly functional bonus based on your job performance.
?? 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 Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. You may view Cengage??s EEO/Affirmative Action Policy signed by CEO Michael Hansen
and Equal Employment Opportunity is the Law notice
by visiting their corresponding links.
Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected]
or you may call us at +1 (617) 289-7917.
About Cengage Group
Cengage Group, 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.
Base Pay Range
The full base pay range has been provided for this position. Individual base pay will vary based on qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$28,100.00 - $45,000.00 USD
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