Student Advisor

Student Advisor page is loaded## Student Advisor locations:
Arizona, USA:
United Statestime type:
Full time posted on:
Posted 2 Days Agojob requisition :
R##
** 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.

Cengage Work helps learners gain the skills they need to succeed in today’s job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like allied health, cybersecurity, manufacturing, skilled trades and beauty education.

With partnerships across thousands of institutions and a leading position in career and technical education, the business expands access to non-degree credentials and delivers practical, job-ready outcomes for learners at every stage of their career journey. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths.##
** Our culture values inclusion, engagement, and discovery
** Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse 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 programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please seeThe Student Advisor role is a customer service–focused position dedicated to providing reliable, high-quality support to students. You will operate in a dynamic, structured environment in this role. Each shift, you will complete around 70 tasks and handle numerous inbound and outbound phone calls.

With a strong commitment to service, you will actively listen to students, show compassion, and de-escalate concerns with professionalism and care. This role requires you to multitask within various platforms and tools while delivering accurate, efficient, and well-detailed assistance. Your compassion, communication skills, and technical agility will ensure every student receives an exceptional customer experience.##
** What you'll do here:
**** Student Support & Relationship Building:
*** Provide exceptional customer service by actively listening, empathizing, and responding to students’ needs.
* Build professional rapport quickly through
** required*
* ** inbound and outbound phone calls**, email, and case communication.
* Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.
** Case & Contact Management
*** Handle approximately 70 assigned tasks per shift while meeting productivity, accuracy, and service-level expectations.
* Maintain a 95% case closure and answer rate by efficiently managing a high volume of required phone contacts.
* Document all interactions thoroughly and accurately across multiple systems, browsers, and applications.
** Problem Solving & First-Contact Resolution:
*** Identify issues quickly, determine the underlying cause, and resolve concerns by using approved guidance, required scripts, and sound judgment while supporting and advocating for the student.
* Provide clear, accurate, and timely solutions that help students move forward and minimize repeat contacts.
* Balance student needs with business policies while staying professional, empathetic, and solution focused.
** De-escalation & Customer Advocacy:
*** Use emotional intelligence and conflict-resolution techniques to de-escalate tense or emotionally charged situations.
* Advocate for students by understanding their challenges, addressing concerns thoroughly, and guiding them through next steps.
* Maintain consistent professionalism and composure…