BilingualStudentAdvisor(CSTorESTTimeZoneRequired)(Remote)

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.