Cengage Group Is Hiring A Bilingual Student Advisor

Join Our Team as a Tier 2 Student Advisor – Making a Difference in Learners' Lives 💼🌟

At Cengage, we believe in the power and joy of learning, empowering individuals around the world to discover their potential and succeed in today's dynamic job market.

About Cengage and Our Mission 🌍

As a global leader in education technology, Cengage has been fostering the joy of learning for over a century. We provide affordable digital products and services across higher education, workforce skills, secondary education, and English language teaching, supporting millions of learners worldwide to reach their goals.

Our Culture: Inclusion, Engagement, and Discovery 🤝

We cultivate an inclusive workplace where diverse perspectives thrive. Our programs, benefits, and initiatives are woven into our daily work, ensuring every employee feels empowered to share ideas and bring their authentic selves to work.

Position Overview: Tier 2 Student Advisor 🎯

The Tier 2 Student Advisor is a customer service role focused on delivering personalized, high-quality support to learners. Operating in a lively call center environment, you'll handle a high volume of inbound and outbound contacts, managing requests through various platforms with professionalism and care.

Key Responsibilities 🔑

Customer-First Interaction & Relationship Building ❤️

• Actively listen, empathize, and respond to learners’ needs with warmth and clarity.
• Build rapport by maintaining a personal and caring tone.
• Remain calm and solutions-focused, even in challenging situations.

Case Management & Resolution 📂

• Manage cases efficiently, ensuring quality and thoroughness.
• Handle a high volume of calls, emails, and chat interactions.
• Research and document all interactions accurately across multiple systems.

End-to-End Ownership 🌟

• Own each learner’s issue from start to resolution.
• Streamline support to reduce effort and avoid unnecessary handoffs.
• Identify root causes and plan effective solutions that help customers move forward.

Customer Advocacy & De-escalation 🗣️

• Advocate for learners by addressing concerns thoroughly.
• Use emotional intelligence and conflict resolution to de-escalate tense situations.
• Maintain professionalism to ensure learners feel valued and supported.

Skills & Qualities Needed ⭐

• Passion for Customer Support: Dedicated to exceeding expectations through excellent service.
• Compassion: Genuine care and understanding for learners’ emotions.
• Relationship Building: Creating meaningful connections that foster trust.
• Emotional Intelligence: Maintaining professionalism under pressure.
• Communication Skills: Clear, positive, and effective in speech and writing.
• Efficiency & Attention to Detail: Handling multiple tasks accurately within fast-paced settings.
• Technological Proficiency: Navigating various systems seamlessly.
• Organization & Reliability: Managing time and commitments effectively.
• Adaptability: Embracing change and learning quickly.

Qualifications & Logistics 📋

• Experience: 1-2 years in customer service, preferably in student-facing roles.
• Schedule: Availability Monday to Friday, 8:30 AM – 5:00 PM CST.
• Remote Work: Quiet workspace with reliable internet required.
• Bilingual: Fluency in English and Spanish (reading, writing, speaking).
• We welcome candidates from diverse backgrounds including hospitality, retail, education, and more.

We are committed to fair hiring practices and providing accommodations for qualified individuals with disabilities. For assistance, please contact us.

Why Join Cengage? 🚀

Be part of a mission-driven organization dedicated to transforming education. With scalable digital platforms like MindTap and Cengage Unlimited, we’re shaping the future of learning and helping learners achieve their dreams.

Compensation & Benefits 💰

Our comprehensive Total Rewards package reflects our commitment to supporting our employees. The salary range for this role is $39,500 – $47,800 USD. Compensation may vary based on experience, qualifications, and location.

Interested in making a difference? Apply today and join a team that values innovation, diversity, and lifelong learning.

Important Notice ⚠️

Beware of targeted scams. Cengage will only conduct interviews via verified channels and will never request personal information through unofficial means. Always ensure communications are from an @cengage.com email.