Customer Support Associate - Remote

Overview

The Customer Support Associate at Cengage Group plays a vital role in delivering exceptional service to customers, helping them navigate inquiries related to orders and digital products.

In Short

• Provide best-in-class customer service via verbal and written communication.
• Handle inquiries regarding orders, adjustments, and product registrations.
• Demonstrate professionalism, empathy, and courtesy in all interactions.
• Resolve customer issues by identifying needs and providing solutions.
• Maintain a balance of workload across phone, email, and cases.
• Recognize trends for service improvements.
• Commit to personal development and mentoring others.
• Meet established quality and productivity objectives.
• Work independently as a self-starter in a team environment.
• Contribute to customer loyalty and retention efforts.

Requirements

• High School Graduate or GED.
• Strong communication and interpersonal skills.
• Ability to multi-task and stay organized.
• Experience with digital products preferred.
• Commitment to improving customer experience.
• Willingness to learn and adapt in a fast-paced environment.
• Experience in customer service roles is a plus.
• Ability to navigate multiple software applications.
• Empathy and attentiveness in customer interactions.
• Dedication to achieving quality and productivity goals.

Benefits

• Comprehensive Total Rewards package.
• Inclusive and diverse workplace culture.
• Opportunities for personal and professional development.
• Supportive work environment with a focus on employee well-being.
• Commitment to reasonable accommodations for individuals with disabilities.