Customer Enrollment Specialist

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 diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/

What you'll do here:

As our Enrollment Specialist, you’ll provide outstanding support to our customers through several methods of communication. You’ll engage with them via phone, email, chat and our ticketing system with the primary function of completing enrollment transactions. You will also act as a follow-up contact to ensure our enrolled students are properly prepared for the learning journey with Infosec. You’ll be answering questions ranging from how to navigate our environment, to customer questions on detailed logistics of their learning journey. Additionally, this role will provide project support to the Customer Experience Team on an as-needed basis.

Your role:

• Process boot camp enrollments into our internal systems
• Reach out and contact students to guide them through a successful journey
• Take advantage of every customer interaction to provide a memorable experience
• Field incoming client support requests via phone and email
• Document issues in support tickets and work with the client through resolution
• Identify critical issues that need to be raised, and delegate them appropriately
• Collaborate with internal teams to resolve dynamic issues

Skills you will need here:

• Excellent written and verbal communication skills
• Strong attention to detail and ability to troubleshoot software issues
• 1-3 years customer service or administrative support experience
• Self-motivated with superb time management skills
• Ability to multitask and shift priorities when necessary
• Helpdesk or customer service ticketing system experience a bonus (Salesforce.com, Service Cloud, Zendesk, etc.)

Infosec, a Cengage Group company, believes knowledge is power when fighting cybercrime. We help IT and security professionals advance their careers with skills development and certifications while empowering all employees with security awareness and privacy training to stay cyber safe at work and home. It’s our mission to equip all organizations and individuals with the know-how and confidence to outsmart cybercrime. We've been named to Madison's Top Workplaces and Chicago's Best Places to Work, and pride ourselves on our employee culture.

Cengage Group does not discriminate based upon race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, marital status, parental status, cultural background, organizational level, work styles, tenure and life experiences. Or for any other reason. Cengage Group is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected] or you may call us 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.