Bilingual Student Advisor (Est Time Zone Required)

The Tier 2 Student Advisor is a customer service role focused on providing personalized support to learners, resolving issues with empathy and efficiency in a fast-paced call center environment.

Location: Remote (US)

Salary: $39,000.00 - $43,000.00 USD

Responsibilities

• Provide exceptional customer service by actively listening, empathizing, and responding to customers’ needs.
• Build rapport by communicating with warmth, clarity, and confidence in a way that feels authentic, personal, and caring.
• Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.
• Manage all assigned cases while meeting quality, efficiency, & accuracy expectations; aiming to shorten response times and minimize learner effort.
• Handle a high volume of inbound & outbound phone calls throughout the day.
• Maintain a 95% case closure & answer rate by managing cases across case management platforms, email, phone & chat.
• Research required information using available tools and systems, applying various tools to navigate, research, and review solutions.
• Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.
• Take full ownership for both the outcome and the experience, ensuring every learner’s issue is fully resolved.
• Empower learners to focus on learning, not logistics; make it easy to get support with a streamlined experience, reduce customer effort, minimize handoffs, and coordinate next steps on behalf of the learner.
• Identify issues quickly, determine the underlying cause, and plan solutions that balance sound judgement, customer support, and business policies & procedures.
• Deliver solutions that are thoughtful, clear, and comprehensive solutions, helping customers move forward and minimize repeat contacts.
• Advocate for customers by understanding their challenges, addressing concerns thoroughly, and guiding them through next steps.
• Maintain consistent professionalism and composure while helping students feel supported and heard.
• Demonstrate emotional intelligence, respect, and self-control using conflict-resolution techniques to de-escalate tense or emotionally charged situations.

Requirements

• 1-2 Years Experience in Customer Service, with proven track record to work in a fast-paced student or customer-facing environment.
• Availability to work from Monday to Friday between the hours of 8:30AM and 5:00PM EST.
• You will need a quiet, distraction-free workspace with reliable internet access.
• Fluently Speak, Read, and Write in Spanish/English.
• We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education).

Benefits

• Comprehensive Total Rewards package.
• Support for professional development.
• Inclusive and diverse workplace culture.

Additional Information

• Cengage Group is committed to diversity and inclusion.
• Applicants are considered regardless of protected classifications.
• Reasonable accommodations are provided for qualified individuals with disabilities.