Student Advisor

Overview

We believe in the power and joy of learning. At Cengage Group, our employees directly impact students worldwide by driving innovation that helps millions of learners improve their lives and achieve dreams through education.

Cengage Work helps learners gain the skills needed to succeed in today’s job market with flexible, affordable online courses and career‑focused training programs, supporting individuals, institutions, and employers in preparing for high‑demand fields such as 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.

Our culture values inclusion, engagement, and discovery. We commit to an inclusive workplace, ensuring employees of all backgrounds feel empowered to voice ideas and bring authentic selves to work.

The Student Advisor is a customer‑service–focused position dedicated to providing reliable, high‑quality support to students. You will operate in a dynamic environment, completing around 70 tasks and handling numerous inbound and outbound phone calls each shift.

• Provide exceptional customer service by actively listening, empathizing, and responding to students’ needs.
• Build professional rapport quickly through inbound and outbound phone calls, email, and case communication.
• Maintain a calm, compassionate, and solutions‑focused approach, even in challenging situations.

• 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.

• Identify issues quickly, determine the underlying cause, and resolve concerns using approved guidance, scripts, and sound judgment.
• 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.

• Use emotional intelligence and conflict‑resolution techniques to de‑escalate tense or emotionally charged situations.
• Advocate for students by addressing concerns thoroughly and guiding them through next steps.
• Maintain consistent professionalism and composure while helping students feel supported and heard.

• Passion for Students: Driven to exceed customer expectations by providing exceptional service and resolving issues effectively.
• Emotional intelligence: Showing genuine care and understanding towards customers’ concerns and needs.
• Communication: Demonstrating effective communication skills to build rapport and establish a positive relationship with students.
• Efficiency: Meeting or exceeding customer service efficiency metrics and performance goals while handling assigned cases.
• Attention to detail: Ensuring accuracy and thoroughness in responses across multiple applications.
• Technological proficiency: Navigating multiple browsers, tabs, and tools simultaneously to answer questions quickly.
• Organization: Managing tasks with time‑management skills and a system to prioritize and track tasks.
• Punctuality: Being consistently on time and present for scheduled shifts.

• 1‑2 years of customer service experience in a fast‑paced environment.
• Bilingual – fluently speak, read, and write in Spanish and English (required).
• Proven ability to work in a student or customer‑facing environment.
• Encouraged to apply with diverse service experience (hospitality, restaurants, retail, collections, childcare, education).

Cengage Group is committed to working with broad talent pools to attract and hire strong and qualified individuals. Applicants…