Agents,

A new bilingual opportunity is now available on the Arise® Platform supporting McGraw Hill, a leading educational publishing and learning science company serving K–12, higher education, and professional learners worldwide.

This program focuses on Registration support and will begin primarily with chat and email interactions, with phone support added shortly after.

Program Overview

Type of Support: Inbound Customer Service – Chat, Email & Phone

Language Requirement: Fluent Spanish and English (business and conversational)

After completing the initial Registration certification, two continuing certifications must be completed to maintain the Statement of Work (SOW).

Revenue Details

Certification SOW Revenue

• $7.64 per hour
• $3.82 per interval (30 minutes)

Production SOW Revenue

• $17.00 per hour
• $8.50 per interval (30 minutes)

Incentives (After Phase II Completion):

• Earn an additional $1.81 per hour / $0.905 per interval when servicing at least 12 hours (24 intervals) per week during Certification SOW.
• Service a minimum of 13 hours per week during Certification SOW and earn a $100 bonus when your business is offered and accepts the first Production SOW for each agent servicing the program.

Hourly rates assume servicing two 30-minute intervals.

Certification Schedule

Phase 1: Instructor-Led & Self-Study

April 7, 2026 – April 27, 2026

15 days | 6 hours per day

Phase 2: Live Certification Call-Taking

April 28, 2026 – May 4, 2026

Class Time:

Monday – Friday

9:00 a.m. – 3:00 p.m. ET

Attendance is mandatory. Failure to attend Day 1 will result in removal from class. The $50 Class Confirmation Deposit is non-refundable if you miss the first day of class.

Webcam use is required during all class sessions and engagement activities.

Servicing Requirements

Certification SOW:

• Minimum 10 hours (20 intervals) per week

Ongoing Special Requirement:

• 4 hours (8 intervals) must be serviced on Saturday, Sunday, or a combination of both

Most Intervals Available:

Monday – Friday

8:00 a.m. – 9:00 p.m. ET

What You Will Do

• Support customers in Spanish and English via chat, email, and phone
• Guide users step-by-step through registration and account setup
• Troubleshoot login issues, access errors, and product activation
• Navigate internal systems and document all interactions clearly
• Maintain high-quality service standards

Top-performing partners demonstrate strong problem-solving skills, empathy, compliance with workflows, and the ability to manage performance metrics.

Success Metrics

Service level requirements may change and failure to meet them may result in SOW termination.

• Commitment Adherence: ≥ 90%
• Customer Satisfaction: ≥ 80% (4 out of 5)
• Average Handle Time: < 960 seconds
• Quality: ≥ 87%

System & Equipment Requirements

• Windows 11 (fully updated)
• 8 GB RAM minimum
• Dual monitors required
• Hardwired internet connection
• Hardwired USB noise-canceling headset
• Webcam required
• Must meet Arise Platform standards and complete required PC scans

Security & Enrollment Requirements

• Background check required
• Photo ID verification required
• Daily facial authentication (selfie scan) for Virtual Classroom entry
• Credit freezes must be lifted with Experian for at least 10 days before background check
• All enrollment prerequisites must be completed before system access codes are issued

Eligibility Restrictions

You do not qualify if you:

• Have recent certification drops/fails within 60 days
• Have 3 drops/fails within 12 months
• Are already enrolled in another opportunity
• Reside in Delaware, Hawaii, Indiana, Michigan, Nevada, or New Mexico
• Previously had an SOW terminated for cause