Edtech.com's Summary

Cengage Group is hiring a Customer Support Associate for the night shift. The role involves handling customer inquiries regarding orders, digital product registrations, and general product issues across multiple communication channels while using various internal software applications to resolve issues and identify trends for improvement.

Highlights

Manage customer inquiries about orders, adjustments, gratis copy requests, digital products, and processes via phone, email, cases, and live chat.
Use multiple internal software applications to clarify customer needs and resolve issues effectively.
Identify and report trends to help improve products, services, processes, and websites.
Achieve quality, availability, and productivity objectives.
Possess strong multi-tasking, organizational skills, and the ability to work independently and in teams.
High School graduate or GED required.
Potential to earn a quarterly performance-based bonus.
Benefits include vacation accrual from day one, company holidays, 401K with employer match, and healthcare coverage starting day one.
Work from home with company-provided job assets.
Company promotes inclusion and provides reasonable accommodations for applicants with disabilities.

Customer Support Associate (Night Shift: S-T 4PM-12AM) Full Description

Customer Support Associate ( Night Shift: S-T 4PM-12AM)

Ohio, USA

United States

Full time

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 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 in to 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:

Potential to earn a quarterly functional bonus based on individual 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 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.$16.00 - $20.00 USD

Original Job Description

Customer Support Associate ( Night Shift: S-T 4PM-12AM)

Ohio, USA

United States

Full time

We believe in the power and joy of learning

Our culture values inclusion, engagement, and discovery

About this role

Successful team members will:

Achieve established quality, availability and productivity objectives to ensure overall success.
Be committed to ongoing personal development.
Build in to 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:

Potential to earn a quarterly functional bonus based on individual 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.

About Cengage Group

Compensation

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Customer Support Associate (Night Shift: S-T 4PM-12AM)

Edtech.com's Summary

Customer Support Associate (Night Shift: S-T 4PM-12AM) Full Description

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