Bilingual Student Advisor; EST Time Zone ; Remote

Tier 2 Student Advisor – Customer Service

The Tier 2 Student Advisor is a frontline, customer‑focused role within our call center. The position requires you to resolve issues quickly and with empathy, serving as the primary point of contact for learners through case‑management software, phone, and chat.

• Customer‑First Interaction & Relationship Building – Provide exceptional service by actively listening, empathizing, and responding to customers’ needs; build rapport with warmth, clarity, and confidence.
• Case Management & Resolution – Manage all assigned cases, aiming to shorten response times and minimize learner effort. Handle a high volume of inbound & outbound calls, maintain a 95% case closure & answer rate, and document all interactions thoroughly across multiple systems.
• Accuracy & Completeness – Follow policies and procedures with precision, ensuring all information is documented accurately and completely.
• End‑to‑End Ownership – Own both the outcome and the learning experience, coordinating next steps and ensuring that every issue is fully resolved.
• Customer Advocacy & De‑escalation – De‑escalate tense or emotionally charged situations, maintain professionalism, and advocate for the learner’s needs.

• Compassion – Understand and validate customer emotions, responding with genuine care.
• Relationship Building – Foster connection and leave customers feeling valued.
• Emotional Intelligence – Maintain composure in high‑stress situations.
• Communication – Demonstrate strong written and verbal skills; actively listen to understand concerns.
• Efficiency – Meet or exceed service metrics while handling multiple tasks simultaneously.
• Attention to Detail – Ensure accuracy and thoroughness across tasks.
• Technological Proficiency – Navigate multiple browsers, tabs, and tools efficiently.
• Organization – Prioritize and track tasks to ensure timely completion.
• Reliability – Be consistently on time and present for scheduled shifts.
• Adaptability – Learn quickly, embrace change, and remain flexible with diverse learners.

• 1–2 years in customer service, preferably in a fast‑paced, student or customer‑facing environment.
• Availability to work Monday‑Friday from 8:30AM to 5:00PM EST.
• Remote work with a quiet, distraction‑free workspace and reliable internet access.
• Bilingual proficiency – fluently speak, read, and write in Spanish and English.

Cengage Group is an equal opportunity employer. We consider applicants regardless of classification protected by applicable federal, state, provincial, or local laws. Reasonable accommodations are available for qualified individuals with disabilities during the application process. If you require accommodations, please contact