Digital Customer Support – Installation Specialist
Cengage Learning - Farmington Hills, MI

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SUMMARY:

An Installation Specialist is responsible for the timely and accurate input of new and renewal digital orders into online administration systems. Duties include customer installation configuration based on sales order requirements as well as processing customer cancels. Communicate with both internal and external customers via telephone and e-mail. The result of the Installation Specialists’ efforts includes the achievement of both department and individual performance metrics and increased customer satisfaction.

ESSENTIAL DUTIES/RESPONSIBILITIES:
•Order entry of customer information into online administration systems
•Make changes to customer information based on contract changes including cancellation
•Configure customer’s installations based upon sales orders
•Report productivity and activities on a daily basis
•Manage and generate custom usage reports on monthly basis
•Respond to customer usage statistic requests
•Manage internal and external customer queries and correspondence communicating in a professional, service-minded manner
•Liaise and collaborate with Sales Billing, Tech Support and Tech Services to insure customer satisfaction
•Assist with special projects as needed: including but not limited to provide assistance to Technical Support with calls and e-mails, system clean up efforts, and product migration
•Work as part of a team including but not limited to: Provide back-up support to team members when needed, attend team meetings, follow-up with others as appropriate, provide assistance and mentorship to new and less experienced staff members
•Accountable for internal and external customer satisfaction within assigned
•Meet agreed volume, service and quality targets
•Self check 100% of own orders

Required skills, experience & knowledge
•High school graduate or equivalent, with some relevant college course work completed
•Must be able to multi-task, with the ability to establish appropriate levels of priority, adjust priorities, and escalate issues when needed
•Flexible with an appreciation for a consistently changing environment
•At least 1 year of data entry experience with a focus on accuracy
•2 years of professional experience in a role requiring customer contact by telephone
•Strong customer focus and work ethic
•Must have a strong teamwork orientation and be able to work effectively as part of a team or independently, based on what the task or project requires
•Skilled at developing strong cross-functional relationships
•Demonstrated ability to grasp technical concepts and operating systems
•Solid working knowledge of word processing and spreadsheet software, e-mail, standard office equipment as well as the internet.
•Detail Orientated as demonstrated through prior work and/or educational experiences

Preferred skills, experience & knowledge
•Excellent customer service skills
•Experience with Excel formulas and functions
•Some experience with Microsoft Access

Cengage Learning is an equal opportunity employer, committed to attracting and retaining a talented and diverse workforce. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

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About this company
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Cengage Learning is a leading educational content, technology, and services company for the higher education and K-12, professional and...