Bilingual Student Advisor; CST or EST Time Zone ; Remote

Tier 2 Student Advisor – Customer Service

Customer service position dedicated to providing personalized, high-quality support. This frontline role is responsible for resolving issues with empathy, precision and efficiency to delight our learners. Operating in a fast‑paced, structured call center environment, you will handle a high volume of inbound and outbound contacts. You serve as the primary point of contact for customer requests through case management software, phone and chat, multitasking within various platforms and tools while delivering personalized, accurate and comprehensive assistance.

• 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 and accuracy expectations; aim 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 and answer rate by managing cases across case management platforms, email, phone and 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; streamline support, 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, helping customers move forward and reduce 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.

• 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 and understanding.
• Relationship Building: build rapport and foster connection, leaving every customer feeling valued, supported and confident.
• Emotional Intelligence: exhibit emotional intelligence and self‑control, maintaining composure and professionalism during high‑stress situations.
• Communication: demonstrate exceptional communication skills (written and verbal). Utilize enthusiasm, positive presence and 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, and tools simultaneously to answer questions quickly and optimally.
• Organization: use time management to handle assigned tasks. Maintain a system to prioritize and track tasks, ensuring completion effectively and on time.
• Reliability: consistently on time and present for scheduled shifts. Proactively communicate unexpected events or issues that affect attendance or performance.
• Adaptabil…