Bilingual Student Advisor (CST or EST Time Zone Required) (Remote)

About the role

The Tier 2 Student Advisor is a customer service position dedicated to providing personalized, high-quality support. This is a solutions-driven frontline role responsible for resolving issues with empathy, precision & efficiency to delight our learners.

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.
• Accuracy & Completeness: 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

• Experience: 1-2 Years Experience in Customer Service, with proven track record to work in a fast-paced student or customer-facing environment.
• Scheduling Requirements: Availability to work from Monday to Friday between the hours of 8:30AM and 5:00PM CST.
• Remote Requirements: You will need a quiet, distraction-free workspace with reliable internet access.
• Required: Bilingual – Fluently Speak, Read, and Write in Spanish/English
• Experience with computers; navigating multiple browsers, tabs, & tools simultaneously to answer questions quickly & optimally.
• Attention to detail: Handle numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness.
• Organizational skills: Use time management to handle assigned tasks. Maintain a system to prioritize & track tasks, ensuring completion effectively and on time.
• Reliability: Consistently on time & present for scheduled shifts. Proactively communicate unexpected events or issues that affect attendance / performance.
• Adaptability: Ability to learn quickly & embrace change as part of progress, remaining flexible, focused and resilient, and adjusting your approach to meet the needs of diverse learners.

Qualifications

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Skills

• Passion for Customer Support: Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively.
• Compassion: Seek to understand and validate customer emotions, responding with genuine care, compassion, & understanding.
• Relationship Building: Build rapport & foster connection leaving every customer feeling valued, supported and confident they are in capable hands.
• Emotional Intelligence: Exhibit emotional intelligence and self-control, maintaining composure and professionalism during high-stress situations.
• Communication: Demonstrate exceptional communication skills (written & verbal).
• Efficiency: Meet or exceed customer service metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment.
• Attention to detail: Handle numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness.
• Technological Proficiency: Proficient with computers; navigating multiple browsers, tabs, & tools simultaneously to answer questions quickly & optimally.
• Organization: Use time management to handle assigned tasks.
• Reliability: Consistently on time & present for scheduled shifts.
• Adaptability: Ability to learn quickly & embrace change as part of progress, remaining flexible, focused and resilient, and adjusting your approach to meet the needs of diverse learners.

Benefits

Cengage is committed 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.

Pay

$39,500.00 - $47,800.00 USD

Schedule

Monday to Friday between the hours of 8:30AM and 5:00PM CST