Job Details
Student Advisor
**We believe in the power and joy of learning**
At Cengage Group, 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 https://www.cengagegroup.com/about/inclusion-and-belonging/
The Student Advisor role is a customer service-focused position dedicated to providing reliable, high-quality support to students. You will operate in a dynamic, structured environment in this role. Each shift, you will complete around 70 tasks and handle numerous inbound and outbound phone calls. With a strong commitment to service, you will actively listen to students, show compassion, and de-escalate concerns with professionalism and care. This role requires you to multitask within various platforms and tools while delivering accurate, efficient, and well-detailed assistance. Your compassion, communication skills, and technical agility will ensure every student receives an exceptional customer experience.
**What you'll do here:**
**Student Support & Relationship Building:**
+ Provide exceptional customer service by actively listening, empathizing, and responding to students' needs.
+ Build professional rapport quickly through **required** **inbound and outbound phone calls** , email, and case communication.
+ Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.
**Case & Contact Management**
+ 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.
**Problem Solving & First-Contact Resolution:**
+ Identify issues quickly, determine the underlying cause, and resolve concerns by using approved guidance, required scripts, and sound judgment while supporting and advocating for the student.
+ 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.
**De-escalation & Customer Advocacy:**
+ Use emotional intelligence and conflict-resolution techniques to de-escalate tense or emotionally charged situations.
+ Advocate for students 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.
**Skills you will need here:**
+ **Passion for Students:** Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively.
+ **Emotional intelligence:** Showing genuine care and understanding towards customers' concerns and needs. Showing compassion towards customers by acknowledging their emotions and providing appropriate support and solutions.
+ **Communication:** Demonstrating effective communication skills to build rapport and establish a positive relationship with students. Actively listening to customers to fully understand their concerns and requirements.
+ **Efficiency:** Demonstrating the ability to meet or exceed customer service efficiency metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment.
+ **Attention to detail:** Handling numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness in responses.
+ **Technological** **proficiency:** Proficient in using computers, navigating multiple browsers, tabs, and tools simultaneously to answer questions quickly and optimally.
+ **Organization:** Uses time management to handle assigned tasks. Maintaining a system to prioritize and track tasks to ensure they are completed effectively and on time.
+ **Punctuality:** Being consistently on time and present for scheduled shifts. Proactively communicating any unexpected events or issues that may affect attendance or performance.
**Experience**
+ 1-2 Years Experience in Customer Service, in a fast-paced environment
+ Bilingual - Fluently Speak, Read, and Write in **Spanish/English (Required)**
+ Proven ability to work in a fast-paced student or customer facing environment.
+ We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education).
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$39,000.00 - $43,000.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
At Cengage Group, 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 https://www.cengagegroup.com/about/inclusion-and-belonging/
The Student Advisor role is a customer service-focused position dedicated to providing reliable, high-quality support to students. You will operate in a dynamic, structured environment in this role. Each shift, you will complete around 70 tasks and handle numerous inbound and outbound phone calls. With a strong commitment to service, you will actively listen to students, show compassion, and de-escalate concerns with professionalism and care. This role requires you to multitask within various platforms and tools while delivering accurate, efficient, and well-detailed assistance. Your compassion, communication skills, and technical agility will ensure every student receives an exceptional customer experience.
**What you'll do here:**
**Student Support & Relationship Building:**
+ Provide exceptional customer service by actively listening, empathizing, and responding to students' needs.
+ Build professional rapport quickly through **required** **inbound and outbound phone calls** , email, and case communication.
+ Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations.
**Case & Contact Management**
+ 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.
**Problem Solving & First-Contact Resolution:**
+ Identify issues quickly, determine the underlying cause, and resolve concerns by using approved guidance, required scripts, and sound judgment while supporting and advocating for the student.
+ 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.
**De-escalation & Customer Advocacy:**
+ Use emotional intelligence and conflict-resolution techniques to de-escalate tense or emotionally charged situations.
+ Advocate for students 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.
**Skills you will need here:**
+ **Passion for Students:** Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively.
+ **Emotional intelligence:** Showing genuine care and understanding towards customers' concerns and needs. Showing compassion towards customers by acknowledging their emotions and providing appropriate support and solutions.
+ **Communication:** Demonstrating effective communication skills to build rapport and establish a positive relationship with students. Actively listening to customers to fully understand their concerns and requirements.
+ **Efficiency:** Demonstrating the ability to meet or exceed customer service efficiency metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment.
+ **Attention to detail:** Handling numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness in responses.
+ **Technological** **proficiency:** Proficient in using computers, navigating multiple browsers, tabs, and tools simultaneously to answer questions quickly and optimally.
+ **Organization:** Uses time management to handle assigned tasks. Maintaining a system to prioritize and track tasks to ensure they are completed effectively and on time.
+ **Punctuality:** Being consistently on time and present for scheduled shifts. Proactively communicating any unexpected events or issues that may affect attendance or performance.
**Experience**
+ 1-2 Years Experience in Customer Service, in a fast-paced environment
+ Bilingual - Fluently Speak, Read, and Write in **Spanish/English (Required)**
+ Proven ability to work in a fast-paced student or customer facing environment.
+ We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education).
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here (https://www.cengagegroup.com/news/perspectives/2024/cengage-group-total-rewards-philosophy/) to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$39,000.00 - $43,000.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
Job #NLX285613000