at Cengage Group in Wilmington, Delaware, United States
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:
The Student Operations and ADA Specialist will respond, monitor, and resolve all student related concerns and requests. They must use their best judgement to conduct research, analyze a situation and understand company policies and procedures to resolve any incoming discrepancies. The Student Operations and ADA Specialist will be encouraged to close all open cases within one business day and raise any concerns that cannot be handled to management. They will connect with both customers, internal departments, and vendors to tackle problems in a timely efficient manner.
The Student Operations and ADA Specialist must possess communication skills that allow them to work with others and on a team. They are encouraged to retain large sums of information and strategize with others on various operational procedures. They will handle all customer related concerns such as requests to drop and refund, program transfers, and support in the de-escalation of worsened matters. The Student Operations and ADA Specialist will support management in product change discussions and operating procedures. They will also participate in the facilitation of providing this knowledge to the Student Advising team on an as needed basis.
The Student Operations and ADA Specialist will work to develop their knowledge and understanding of the comprehensive management of the ADA accommodation/accessibility lifecycle including initial request, interactive process, evaluation of requested accessibility/accommodations, options to accommodate, follow-up for success, ongoing communication, system tracking, and reporting.
+ Responsible for addressing existing and prospective student concerns, anticipating student needs, and providing information in a clear, concise manner.
+ Proactively identifying themes and developing scalable solutions such as updates to standard operating procedures (SOP), knowledgebase, outbound communications, and assembling feedback to adapt policies and guidelines to better meet student needs.
+ Continue management and enforcement of process and policies throughout company.
+ Work closely with program facilitators, course instructors, program facilitators, course instructors, third-party course providers, and Management to ensure student’s academic needs are addressed satisfactorily.
+ Participate in company initiatives to give expertise on the student experience while operating with both student needs and business interests in mind.
+ Assist management in crafting training materials and publishing resources for use by department and company at large.
+ Provide product knowledge expertise to help support the enrollment and services departments.
+ Research fields and internal resources in depth to provide information pertaining to the courses in the catalog.
Additional ADA Duties include:
+ Details the student’s request for accommodation and facilitates the interactive process between parties involved (vendor, college) to determine the most effective accommodation, escalates up to next level where appropriate.
+ Engages with vendors, and internal cross-functional teams when needed, to clarify and validate the request for accommodations and document availability of ed2go Accommodations.
+ Manages a caseload of open accommodation requests, with mentorship and oversight.
+ Maintain ADA request spreadsheets and SOPs and train teams on ADA and Accommodations as vital
+ Attend inter-departmental meetings where ADA needs to be considered and where ADA questions come about.
+ Support students over the phone regarding their ADA accommodations/accessibility requests.
+ Develop an understanding and working knowledge of both State and Federal laws and regulations surrounding the ADA and other relevant legislation.
+ Develop an understanding and working knowledge of ADA to be able to relay the appropriate ADA information and education to students.
+ Responsible and accountable for protecting personal health information. Must maintain a high level of confidentiality and abide by HIPPA rules and regulations.
Skills You Will Need Here:
+ Minimum 4 years of customer service experience in a technical support center environment
+ Sophisticated customer service skills
+ Above average digital literacy/office applications skills. (Intermediate to Advance level)
+ Experience with ADA (Americans with Disabilities Act)
+ Online experience and proficiency; able to navigate sites and applications.
+ Experienced problem-solver and troubleshooter, specializing in complex customer issues.
+ Self-starter / ability to work independently required
+ Teammate with excellent interpersonal skills
+ Critical problem solver
+ Analytical and attention to detail skills required
+ Able to manage and quickly recall knowledgebase
+ Customer-minded individual
+ Strong oral and written communication skills
+ Strong organizational skills, including the ability to prioritize work and multi-task are required
Ed2go, part of Cengage Group, has empowered millions of learners looking to improve their skills, get employed, and build a career. With over 2,000 academic partners, a growing roster of corporate customers, and an expanding direct-to-consumer channel, we are looking to significantly accelerate our business to address the global skills gap. Ed2go provides a catalog of more than 1,000 online courses across a wide variety of topics and industries to Continuing Education Departments within US Colleges and Universities. These non-credit offerings enable academic partners to upskill their community, enabling people to return to employment, make career transitions, and increase their earning power!
Cengage Group is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do 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. You may view Cengage’s EEO/Affirmative Action Policy signed by CEO Michael Hansen (https://p.widencdn.net/pdvq6j/EEO\Policy\Statement\January\2017) and Equal Employment Opportunity is the Law notice (http://embed.widencdn.net/pdf/plus/cengage/ybs5gt19ik/eeopost-merged.pdf) by visiting their corresponding links.
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 firstname.lastname@example.org or you may call us at +1 (617) 289-7917.
About Cengage Group
Cengage Group, a global education technology company serving millions of learners,