Cengage Group
Education Technology
StudentAdvisor(Remote)
Neural analysis suggests this role is
optimal for Entry candidates.
“Student Advisor (Remote) at Cengage Group. Skills: Customer Service, Empathy, Communication, Problem Solving, Efficiency, Attention to detail, Technological proficiency, Organization, Reliability, Adaptability. Provide exceptional customer service. Build rapport”
What You'll Achieve.
delight our learners; shorten response times; minimize learner effort; Ensure every learner’s issue is fully resolved; reduce customer effort; minimize handoffs; coordinate next steps on behalf of the learner; minimize repeat contacts
Industry & Context.
solutions-driven; problem resolution; Identify issues quickly, determine the underlying cause, and plan solutions that balance sound judgement, customer support, and business policies & procedures.; Deliver thoughtful, clear, and comprehensive solutions, helping customers move forward and minimize repeat contacts.
quiet, distraction-free workspace
What They're Looking For.
Must Have
1-2 Years Experience in Customer Service, Proven ability to work in a fast-paced student or customer-facing environment, Availability to work from Monday to Friday between the hours of 8:30 am and 5:00 pm EST/CST/PST, Reliable internet access
Nice to Have
Bilingual – Fluently Speak, Read, and Write in Spanish/English
What You'll Do.
Provide exceptional customer service
and solutions-focused approach
Manage all assigned cases
Handle a high volume of inbound & outbound phone calls
Maintain a 95% case closure & answer rate
Research required information using available tools and systems
Document all interactions thoroughly and accurately
Take full ownership for both the outcome and the experience
Identify issues quickly
determine the underlying cause
Advocate for customers
Maintain consistent professionalism and composure
Use 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, struc
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