Customer Experience Specialist

Time zone
Anywhere 🌎
Type
Full Time
Opening date
Closing date
25 Nov 2021
Views
165

The Problem: The entire education landscape is undergoing tremendous change.  Tuition costs have skyrocketed, course offerings have grown and increasingly gone digital, and the gap between the skills required to land a job and skills provided by college courses is widening.  For students, navigating the path of choosing colleges, scholarships, courses, supplemental learning aids, internships, and ultimately a career, is nothing short of daunting.

The Opportunity: Assist a team of customer experience specialist who deliver best in class customer support to Chegg students.

The Organization: The Student Advocacy Team (Customer Experience) is responsible for ensuring that Chegg students are provided the best service experience.  We aim for transparency, simplicity, and convenience – providing help when and where needed.

Job Summary:

The Role: Your mission will be to foster the Chegg vision while contributing to a team of advocates dedicated to helping students succeed. You will be responsible for effectively diagnosing students’ needs by phone, chat, or email. You will deliver a support experience that delights students and meets our mission of providing best in class service to our students.

We strive to highlight the voice of the student to Chegg leadership, product teams and business leaders to inform product and business decisions that simultaneously improve the student experience and support business objectives.

Responsibilities and Requirements:  

  • Promote the culture, values, and mission of Chegg and act as a student advocate
  • Collaborate with students by email, chat, and phone to make every user successful.
  • Successfully resolve complex students’ needs through the use of multiple support channels. (Primarily phone and chat, and occasionally email)
  • Collaborate cross-functionally to identify product insights, bug reporting, and ticket trends to share with the product and engineering teams to improve the student experience.
  • Works closely with the entire Student Advocacy Team to report user feedback and issues as they arise
  • Monitor site to ensure all users are adhering to terms of use
  • Work on projects to enhance team operations and improve productivity when opportunity arises.

Required Qualifications and Skills: 

  • You are passionate about helping students succeed.
  • Excellent written and verbal communication skills.
  • Ability to actively listen, understand and summarize with clarity and simplicity in a genuine manner.
  • Self-motivated; independent, organized, and proactive; highly responsive, flexible, and adaptable.
  • Track record of exceptional problem solving and conflict resolutions.
  • Technical aptitude and the ability to pick up new technology quickly.
  • Ability to build rapport and relate well to a diverse group of students and parents.
  • Use diplomacy and tact to mediate high-tension situations.
  • Flexible availability for working hours are a must.

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

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Position: Customer Experience Specialist.


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