Remote Customer Support Associate (Monday - Friday, 11:00AM - 7:00PM EST)

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 regarding 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 others’ 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.

Compensation

Hourly Compensation: $17.00

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.

Cengage Group is committed to working with broad talent pools to attract and hire strong and highly qualified individuals. Our job applicants are considered regardless of any 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, please contact [email protected].

Warning

Be aware of targeted recruitment scams perpetrated by bad actors falsely claiming to represent Cengage Group. Note that Cengage will always interview candidates via live in‑person meetings, phone calls and video calls before an offer is extended. Also, verify that any communication comes from an @cengage.com email address.