Customer Support Associate (Monday to Friday, 11:00am to 7:00pm)

Job Locations US-KY-Independence | US-OH-Cincinnati
Posted Date 1 week ago(9/11/2020 10:23 AM)
Requisition ID
2020-8988
Job Function
Customer Service/Support

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Cengage Logo New

Do you dare to reinvent the future of education?

At Cengage, we are harnessing the power of tech to build a future where all learners have the tools and confidence to achieve their goals. As a Cengage employee, you will blaze a new trail to transform the way people learn. Collaborating with the best of the best, you will feel challenged and inspired to do breakthrough work. With the support of our united team, there is no limit to what you can imagine, create and set in motion.

Are we right for you?

We set the bar higher by bringing our unique talents and point of view to the table every day. We are curious and comfortable with change and are willing to take risks to transform education. Most importantly, with everything we do, we put learning first.  

 

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.

What You'll Do Here:

  • 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.

Skills You Will Need Here:

  • 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.

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