Student Advisor; Remote

Responsibilities

Customer‑First Interaction & Relationship Building
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.

Case Management & Resolution
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 and outbound phone calls, and maintain a 95% case closure and answer rate across case management platforms, email, phone, and chat. Research required information using available tools and systems, navigating, researching, and reviewing solutions.

Accuracy & Completeness
Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.

End‑to‑End Ownership
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 judgment, customer support, and business policies and procedures.

Customer Advocacy & De‑escalation
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 issues effectively.
• Empathy – 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 and confident.
• Emotional Intelligence – exhibit self‑control and composure during high‑stress situations.
• Communication – demonstrate exceptional written and verbal communication skills; actively listen to fully understand customer concerns and requirements.
• Efficiency – meet or exceed customer service metrics and performance goals while handling assigned cases and phone calls within a structured, 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.
• Adaptability – ability to learn quickly, embrace change, remain flexible, focused, and resilient, and adjust approach to meet the needs of diverse learners.

1–2 years of experience in customer service, with proven ability 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/CST/PST.

Quiet, distraction‑free workspace with reliable internet access.

Fluently speak, read, and write in Spanish and English.

Cengage is committed to working with broad talent pools to attract and hire strong and the most qualified individuals. We consider all applicants regardless of any classification protected by applicable federal, state, provincial, or local laws. We also provide reasonable accommodations for qualified individuals with disabilities during the job application process. If you require accommodation, please contact