Customer Experience Specialist –Chegg Study Team USA or Portland

Status: Part-Time

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Customer Experience Team | Portland, OR

Role:

The position is based in our Portland, Oregon office. We are looking for dynamic, part-time customer service professionals to join our Student Advocacy Team. You’ll be responsible for responding to any customer needs, identifying and resolving issues, providing proactive communication and promoting an exceptional experience among our students and parents.

The incumbent will provide differentiated service based on specific customer profiles, while effectively diagnosing customer needs by phone, chat, or email.

Responsibilities: 

• Answer cases via ticketing system submitted from our users around concerns, how to use our products, and feedback
• The possibility of using the phone and chat in the future.
• Be a team player by staying positive in the face of challenges
• Work with your supervisor to report product insights, bug reporting, and ticket trends to share with the Internships product and engineering teams.
• Stay up to date with and follow on-going process, product and policy changes
• Promote the culture, values, and mission of Chegg and act as a student advocate
• 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
• Identify underlying issues on the website that may allow for potential fraud activity to occur
• Provide account support for all users including interns, employers, and educators

Requirements:

• Excellent written and verbal communication skills
• Ability to actively listen, understand and summarize with clarity and simplicity in a genuine manner
• Track record of exceptional problem solving and conflict resolutions
• Patient, organized and ability to multi-task
• Flexible and willing to adapt as new challenges arise
• Technical aptitude and the ability to pick up new technology quickly
• Ability to work effectively within a team environment as well as independently
• Ability to build rapport and relate well to a diverse group of students and parents
• Use diplomacy and tact to mediate high-tension situations

• Genuinely care about people and are eager and ready to help under any circumstance

Experience and Education 

• Bachelor’s degree from a 4-year accredited institution or equivalent work experience

Requisition Number: 2538

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