Bilingual Student Advisor; CST or EST Time Zone ; Remote

Responsibilities

Provide exceptional customer service in a fast‑paced call center environment, managing inbound and outbound contacts across phone, chat, email, and case management platforms.

• Actively listen, empathize, and respond to learners’ needs.
• Build rapport with warmth, clarity, and confidence.
• Maintain a calm, compassionate, and solutions‑focused approach.

• Manage all assigned cases while meeting quality, efficiency, and accuracy expectations.
• Maintain a 95% case closure and answer rate.
• Research information using available tools and systems.
• Document all interactions thoroughly and accurately.

• Take full ownership of outcomes and learner experience.
• Identify issues quickly, determine root cause, and plan solutions.
• Deliver thoughtful, clear, and comprehensive solutions.

• Advocate for customers, addressing concerns thoroughly.
• Use conflict‑resolution techniques to de‑escalate tense situations.
• Maintain professionalism and composure.

• Passion for Customer Support – exceeding expectations.
• Compassion – understand and validate customer emotions.
• Relationship Building – foster connection and trust.
• Emotional Intelligence – self‑control and professionalism in high stress.
• Communication – exceptional written and verbal skills, active listening.
• Efficiency – meet or exceed metrics and performance goals.
• Attention to Detail – accurate across multiple applications.
• Technological Proficiency – navigate multiple browsers and tools.
• Organization – time management, prioritize tasks.
• Reliability – consistent attendance and communication.
• Adaptability – learn quickly and embrace change.

1-2 years of customer service experience in a fast‑paced, student or customer‑facing environment.

Scheduling requirements:
Availability Monday to Friday, 8:30AM – 5:00PM CST.

Remote requirements:
Quiet workspace with reliable internet access.

Bilingual – Fluently speak, read, and write in Spanish/English.

We encourage individuals with diverse service experiences (hospitality, restaurants, retail, collections, childcare, education) to apply.

We are an equal‑opportunity employer. Job applicants are considered regardless of classification protected by applicable laws.

Base pay range: $39,500.00 – $47,800.00 USD. Total rewards package includes benefits and paid time off.

For applicants with disabilities requiring reasonable accommodation in the application process, contact