Customer Support Associate (Remote)

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/.

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.

Do you have what it takes?

• 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 in to 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 and other team workload balance reduction.

• Dedicatedly 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.

Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals.  Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other 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 accommodations.ta@cengage.com or 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.

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 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.