Customer Support Associate

Cengage Group • Virtual US OH, OH

4d • $15 - $20 • Remote

About The Position

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.

Requirements

• Demonstrate professionalism, attentiveness, compassion and courtesy to others.
• Dedicated to delivering a service experience that endears customers to proudly reference our products and services.
• Possess a High School Graduate or GED.

Responsibilities

• 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.
• Navigate multiple, internal software applications while conversing with customers to clarify their needs, identify the root cause of issues and resolve outstanding inquiries.
• Identify and report on trends that lead to improvements to our products, services, processes and websites.
• 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.

Benefits

• Vacation accrual starting on day one
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED