Bilingual Student Advisor (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

• Passion for Customer Support: Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively. Take satisfaction in providing assistance & resolving customer cases.
• 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). Utilize enthusiasm, positive presence, & clarity in every interaction. Actively listen to fully understand customer concerns & requirements.
• 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. 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

• 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 EST.
• Remote Requirements: You will need a quiet, distraction-free workspace with reliable internet access.
• Required: Bilingual – Fluently Speak, Read, and Write in Spanish/English

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). Utilize enthusiasm, positive presence, & clarity in every interaction. Actively listen to fully understand customer concerns & requirements.
• 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. 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.

Benefits

Cengage Group offers 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

$39,000.00 - $43,000.00 USD

Schedule

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