Student Advisor - Bilingual

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.

Our culture values diversity, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive and diverse 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 inclusive 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-diversity/

The Tier 2 - Student Advisor is a critical role responsible for providing reliable and high-quality support to students. They will handle ~70 assigned tasks per shift in a fast-paced and structured environment. They will also be required to manage a high volume of inbound/outbound calls for the entirety of their shift. With a passion for supporting students, they will engage with customers by actively listening, showing compassion, and de-escalating concerns.

What you'll do here:

• Put Students First: You will actively listen to empathize with the student and find the best way to solve their problem quickly and thoroughly, so they can focus on their learning.
• Customer Service Excellence: You will provide outstanding service, resolving customer concerns effectively, while maintaining a calm and professional demeanor even in complicated situations.
• Meet Our High-Performance Bar: You will work to provide an exceptional student experience, exceed customer satisfaction goals, and excel in meeting student advisor efficiency goals.
• Handle a High Volume of Contacts: You will handle ~ 70 cases per shift maintaining a 95% case closure and answer rate handling calls in a fast-paced, highly structured environment.
• De-Escalates Customer Concerns: You will use your conflict resolution skills to balance the needs of the customer with options from the business while always maintaining a professional composure.
• Problem Solves: Solutions aren’t a one-size-fits-all approach, so advisors do not read from pre-populated scripts. You will be given a level of autonomy to help customers find the right solution. You’ll need to think analytically to solve customer problems in a first contact resolution approach.

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
• 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, IE. hospitalit