What Jobs are available for Client Service Associate in Jacksonville?

**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 critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different 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 Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

**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 critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different 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 Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**

Our client is looking for a dedicated and customer-focused Customer Support Specialist to join their team in Jacksonville, Florida, US . This role is central to maintaining high levels of customer satisfaction by providing timely and effective assistance. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing information about products and services through various channels, including phone, email, and live chat. Responsibilities include actively listening to customer concerns, troubleshooting problems, and escalating complex issues to the appropriate departments when necessary. You will maintain accurate records of customer interactions and transactions, ensuring all cases are documented thoroughly in the CRM system. A key aspect of this role is to de-escalate tense situations and find solutions that satisfy customer needs while adhering to company policies. You will also be involved in educating customers on product features and best practices, contributing to proactive customer support. The ideal candidate will possess exceptional communication and interpersonal skills, with a patient and empathetic approach to customer service. Previous experience in a customer support or helpdesk role is required. Proficiency with CRM software and ticketing systems is a must. Strong problem-solving abilities and the capacity to work efficiently under pressure are essential. A high school diploma or equivalent is required; an Associate's or Bachelor's degree is a plus. You should be comfortable working in a fast-paced environment and be a team player. This position offers a competitive salary, benefits package, and opportunities for professional development within a growing company. Join our client's Jacksonville team and make a difference in our customers' experience.

Our client is a fast-growing SaaS company looking for a motivated and experienced Customer Support Lead to build and manage their remote-first support team. This is an exciting opportunity to establish and refine customer support processes, ensuring exceptional service delivery for a global user base. You will be responsible for leading a team of customer support representatives, providing guidance, training, and performance management. Key duties include developing and implementing support policies and procedures, managing ticket queues, resolving escalated customer issues, and identifying trends to improve product and service offerings. You will also play a crucial role in creating comprehensive knowledge base articles and FAQs to empower customers and reduce support volume. A deep understanding of customer support best practices, ticketing systems (e.g., Zendesk, Intercom), and CRM software is essential. The ideal candidate will possess outstanding communication, problem-solving, and leadership skills. You must be passionate about delivering outstanding customer experiences and have a proven ability to motivate and develop a remote team. Experience in SaaS customer support is highly preferred. This is a fully remote position, requiring excellent self-discipline and the ability to thrive in a virtual work environment. A Bachelor's degree in Business Administration, Communications, or a related field, along with at least 5 years of experience in customer support, including 2 years in a leadership or supervisory role, is required. Join us and help shape the future of our customer success.

Our client, a leader in digital services, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their thriving remote team. This role is critical in ensuring exceptional client satisfaction and maintaining the high standards of service our organization is known for. You will be the primary point of contact for a diverse range of customer inquiries, providing comprehensive support across multiple channels including email, live chat, and phone.

Responsibilities:

• Respond to customer inquiries and resolve issues efficiently and empathetically through various communication channels.
• Troubleshoot technical problems, guide users through step-by-step solutions, and escalate complex issues to appropriate departments.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain a deep understanding of our product suite and services to provide expert advice and support.
• Identify trends in customer issues and provide feedback to product development and engineering teams to drive improvements.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Train and mentor junior support staff, fostering a collaborative and high-performing team environment.
• Participate in quality assurance reviews of support interactions to ensure consistent service delivery.
• Proactively engage with customers to gather feedback and identify opportunities for service enhancement.
• Stay updated on industry best practices in customer service and support technologies.

Qualifications:

• Proven experience as a Customer Support Specialist or in a similar client-facing role, with at least 3 years in a senior capacity.
• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
• Strong problem-solving and analytical skills, with a knack for diagnosing and resolving technical issues.
• Proficiency in using CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
• Ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced remote environment.
• Demonstrated experience in handling difficult customer situations with professionalism and de-escalation techniques.
• A patient, customer-centric attitude and a passion for helping others.
• Experience with remote collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Previous experience in a remote-first organization is highly advantageous.

Join our dynamic and supportive remote culture where your contributions are valued and your growth is encouraged. This is an exceptional opportunity to make a significant impact from the comfort of your home office in Jacksonville, Florida, US .

Our client, a leading provider of innovative software solutions, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Jacksonville, Florida, US . This role plays a critical part in ensuring customer satisfaction by providing exceptional technical assistance and product guidance. The ideal candidate will possess a deep understanding of customer service principles and a knack for problem-solving.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve complex technical issues, escalating when necessary to senior technical teams.
• Provide comprehensive product support and training to customers.
• Develop and maintain a deep understanding of our client's product suite and services.
• Create and update knowledge base articles and customer-facing documentation.
• Identify trends in customer issues and provide feedback to the product development team for improvement.
• Conduct user acceptance testing for new features and updates.
• Build and maintain strong relationships with customers, fostering loyalty and retention.
• Adhere to all company policies and procedures, including data privacy regulations.
• Contribute to a positive and collaborative team environment.

Qualifications:

• Proven experience in a customer support or helpdesk role, with at least 3 years in a senior capacity.
• Excellent communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to explain technical concepts clearly to both technical and non-technical users.
• Experience with SaaS products is highly desirable.
• Associate's or Bachelor's degree in a related field or equivalent work experience.
• Ability to work effectively both independently and as part of a team in a hybrid work environment.
• A passion for customer success and exceeding expectations.
• Must be available to work flexible hours as needed.

This is an excellent opportunity for a dedicated professional to make a significant impact within a growing organization. If you are passionate about technology and customer service, we encourage you to apply.

Our client is seeking an experienced and dedicated Lead Customer Support Specialist to manage and enhance customer service operations at their Jacksonville, Florida, US location. This pivotal role involves overseeing a team of customer support representatives, ensuring the delivery of exceptional service and efficient issue resolution. You will be responsible for developing and implementing customer service policies and procedures, training new team members, and monitoring team performance to achieve key service metrics. Key duties include handling escalated customer complaints, resolving complex technical or service issues, and providing guidance and support to the customer service team. The Lead Specialist will also analyze customer feedback and service data to identify areas for improvement and implement proactive solutions.

This position requires a deep understanding of customer relationship management principles and best practices. You will collaborate with other departments, such as Sales and Product Development, to ensure a seamless customer experience and communicate customer needs effectively. The role involves creating and maintaining support documentation, knowledge bases, and FAQs to empower both customers and support agents. You will also be responsible for performance management of the team, conducting regular one-on-one meetings, and fostering a positive and productive work environment.

The ideal candidate will have a Bachelor's degree or equivalent experience in a related field. A minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or lead role, is required. Proven ability to lead and motivate a team, strong problem-solving skills, and excellent communication and interpersonal abilities are essential. Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer support tools is necessary. Experience in developing training materials and conducting effective training sessions is also important. The ability to handle stressful situations calmly and professionally, and a passion for delivering outstanding customer service are critical. This on-site role offers the opportunity to be a key player in shaping the customer experience for a growing company.

Our client is seeking a dedicated and empathetic Remote Customer Support Specialist to provide exceptional service to their valued customers. This fully remote role requires individuals who are passionate about helping others and possess excellent communication skills. You will be the primary point of contact for customer inquiries, addressing issues via phone, email, and chat. Responsibilities include troubleshooting product or service problems, guiding customers through solutions, processing orders and returns, and escalating complex issues to the appropriate departments. A successful candidate will be adept at de-escalating challenging situations, maintaining a positive and professional demeanor, and meticulously documenting all customer interactions. We are looking for someone who is self-motivated, organized, and thrives in an independent work environment. You must have a reliable internet connection and a quiet workspace to ensure high-quality customer interactions. Training will be provided, but a strong understanding of customer service principles is essential. This is a fantastic opportunity for individuals seeking a stable career with growth potential in a supportive, remote-first company culture. You will be instrumental in shaping the customer experience and contributing to the overall success of the company.
Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide detailed product and service information, troubleshooting, and solutions.
• Process orders, returns, and exchanges accurately.
• Identify and escalate customer issues to appropriate teams for resolution.
• Document all customer interactions and feedback in the CRM system.
• Maintain a high level of customer satisfaction through effective problem-solving.
• Contribute to a knowledge base of common issues and resolutions.
• Adhere to company policies and procedures.

Qualifications:

• High school diploma or equivalent; some college coursework is a plus.
• Proven customer support or customer service experience.
• Excellent verbal and written communication skills.
• Strong active listening and empathy skills.
• Proficiency in using CRM software and help desk tools.
• Ability to multitask and manage time effectively in a remote setting.
• A dedicated home office setup with reliable high-speed internet.
• Ability to work independently and collaboratively within a remote team.
• Patience and a customer-centric approach to problem-solving.