Customer Experience Specialist

Job Description

Customer Experience Specialist (Faculty Support Team)

Location: Portland, OR

Department Summary:

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. For Faculty, concerns about academic integrity and protecting intellectual property (as students turn more and more to digital solutions) are at an all-time high.

The Opportunity: Assist a team of customer experience specialist who support and partner with university faculty in our mutual goal of improving student learning outcomes.

The Organization: The Faculty Support Team (within Chegg’s Customer Service organization) is responsible for ensuring that Chegg faculty are provided the best service experience. We aim for transparency, simplicity and convenience.

Job Summary:

The Role: Your mission will be to foster the Chegg vision while contributing to a team of advocates dedicated to supporting faculty. You will be responsible for effectively diagnosing faculty needs by phone, and email. You will deliver a support experience that fosters a collaborative relationship with a focus on allyship in student learning outcomes.

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

Responsibilities and Requirements:

• Promote the culture, values, and mission of Chegg and act as a voice of the faculty
• Collaborate with faculty by email and phone to make every user successful.
• Successfully resolve faculty needs through the use of multiple support channels.
• Collaborate with product and engineering teams to infuse feedback from faculty into our product solutions.
• Works closely with the Student Advocacy Team and our Academic Relations Team to report user feedback and issues as they arise
• Work on projects to enhance team operations and improve productivity, when opportunity arises.

Required Qualifications and Skills:

• You are passionate about helping students succeed.
• Ability to interact with integrity and a high level of professionalism with all levels of customers
• Excellent verbal, written, and interpersonal communication skills with a strong level of attention to detail and accuracy
• Ability to actively listen, understand, elicit information 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 influence and collaborate to build successful relationships
• Use diplomacy and tact to mediate high-tension situations.
• Proven track record of working in a customer facing role and previous call center experience
• Financial, Medical or Ed Tech industry experience preferred

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Studentshows 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.

Video Shorts - Life at Chegg: https://jobs.chegg.com/Video-Shorts-Chegg-Services
C ertified Great Place to Work!: http://reviews.greatplacetowork.com/chegg

Chegg Corporate Career Page: https://jobs.chegg.com/

Chegg India: http://www.cheggindia.com/

Chegg Israel: http://insider.geektime.co.il/organizations/chegg

Thinkful ( a Chegg Online Learning Service) : https://www.thinkful.com/about/#careers

Chegg out our culture and benefits!

http://www.chegg.com/jobs/benefits

https://www.youtube.com/watch?v=YYHnkwiD7Oo

http://techblog.chegg.com/

Chegg is an equal opportunity employer
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