Cengage Group
education technology
BilingualStudentAdvisor(CSTorESTTimeZoneRequired)(Remote)
Neural analysis suggests this role is
optimal for Entry candidates.
“Bilingual Student Advisor (CST or EST Time Zone Required) (Remote) at Cengage Group. Skills: Customer Service, Bilingual Spanish/English, Case Management, Problem Solving. 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.”
What You'll Achieve.
aiming to shorten response times and minimize learner effort; Maintain a 95% case closure & answer rate; minimize repeat contacts
Industry & Context.
solutions-driven; problem resolution; Identify issues quickly, determine the underlying cause, and plan solutions
CST or EST Time Zone Required, Quiet, distraction-free workspace with reliable internet access
What They're Looking For.
Must Have
1-2 Years Experience in Customer Service, Proven track record to work in a fast-paced student or customer-facing environment, Bilingual – Fluently Speak, Read, and Write in Spanish/English, Availability to work from Monday to Friday between the hours of 8:30AM and 5:00PM CST, Quiet, distraction-free workspace with reliable internet access
Nice to Have
Individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education)
What You'll Do.
Provide exceptional customer service by actively listening
and responding to customers’ needs.
Build rapport by communicating with warmth
and confidence in a way that feels authentic
and solutions-focused approach
even in challenging or escalated situations.
Manage all assigned cases while meeting quality
& accuracy aiming 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 & answer rate by managing cases across case management platforms
Research required information using available tools and systems
applying various tools to navigate
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 make it easy to get support with a streamlined experience
reduce customer effort
and coordinate next steps on behalf of the learner.
Identify issues quickly
determine the underlying cause
and plan solutions that balance sound judgement
and business policies & procedures.
Deliver solutions that are thoughtful
and comprehensive solutions
helping customers move forward and minimize 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
and self-control using conflict-resolution techniques to de-escalate tense or emotionally charged situations.
How You'll Work.
Communication Scope
exceptional communication skills (written & verbal); enthusiasm; positive presence; clarity in every interaction; actively listen to fully understand customer concerns & requirements
Full Job Description
**We believe in the power and joy of learning** At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education. Cengage Work helps learners gain the skills they need to succeed in today’s job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like 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. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths. **Our culture values inclusion, engagement, and discovery** Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see . The _Tier 2 Student Advisor_ is a **customer service** position dedicated to providing personalized, high-quality support. This is a **solutions-driven frontline role** responsible for resolving issues with empathy, precision & efficiency to delight our learners. Operating in a fast-paced, s
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