Bilingual Student Advisor (CST or EST Time Zone Required) (Remote)

Cengage Group

Seattle, WA(remote)

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JOB DETAILS

SALARY

$39,500–$47,800 Per Year

SKILLS

Artificial Intelligence (AI), Business Support, Call Centers, Case Management, Childcare, Communication Skills, Compensation and Benefits, Conflict Resolution, Customer Relations, Customer Support/Service, Detail Oriented, Ecosystems, English Language, Establish Priorities, Higher Education, Identify Issues, Internet Security, Language Teaching, Logistics, Manufacturing, Market Research, Multilingual, Multiplatform/Cross-Platform, Multitasking, Online Courses, Performance Management, Performance Metrics, Philosophy, Presentation/Verbal Skills, Problem Solving Skills, Resolve Customer Issues, Restaurant, Retail, Root Cause Analysis, Sales, Spanish Language, Systems Maintenance, Time Management, Training Program, Web Browsers, Writing Skills

LOCATION

Seattle, WA

POSTED

5 days ago

**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 https://www.cengagegroup.com/about/inclusion-and-belonging/ . 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, structured call center environment, this role handles a **high volume of inbound and outbound contacts** . You serve as the primary point of contact for customer requests through case management software, phone, & chat. The role requires you to multitask within various platforms and tools while delivering personalized, accurate, and comprehensive assistance. We seek an enthusiastic, professional, **Customer First** individual who understands that our customers are at the heart of every decision, prioritizing their needs and satisfaction in every interaction. With a strong commitment to problem resolution, you will treat every customer with grace, own case resolution and de-escalate concerns with professionalism and care. Your compassion, communication skills, and technical agility will ensure every customer receives an exceptional experience. **What you'll do here:** **Customer-First Interaction & Relationship Building** + Provide exceptional customer service by actively listening, empathizing, and responding to customers' needs. + Build rapport by communicating with warmth, clarity, and confidence in a way that feels authentic, personal, and caring. + Maintain a calm, compassionate, and solutions-focused approach, even in challenging or escalated situations. **Case Management** **& Resolution** + Manage all assigned cases while meeting quality, efficiency, & accuracy expectations; 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, email, phone & chat. + Research required information using available tools and systems, applying various tools to navigate, research, and review solutions + Accuracy & Completeness: Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision. **End-to-End** **Ownership** + 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 logistics; make it easy to get support with a streamlined experience, reduce customer effort, minimize handoffs, and coordinate next steps on behalf of the learner. + Identify issues quickly, determine the underlying cause, and plan solutions that balance sound judgement, customer support, and business policies & procedures. + Deliver solutions that are thoughtful, clear, and comprehensive solutions, helping customers move forward and minimize repeat contacts. **Customer Advocacy** **&** **De-escalation** + 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, respect, and self-control using conflict-resolution techniques to de-escalate tense or emotionally charged situations. **Skills you will need here:** + **Passion** **for Customer Support** : Driven to exceed customer expectations by providing exceptional service and resolving customer issues effectively. Take satisfaction in providing assistance & resolving customer cases. + **Compassion** : Seek to understand and validate customer emotions, responding with genuine care, compassion, & understanding. + **Relationship** **Building** : Build rapport & foster connection leaving every customer feeling valued, supported and confident they are in capable hands. + **Emotional** **Intelligence** : Exhibit emotional intelligence and self-control, maintaining composure and professionalism during high-stress situations. + **Communication** : Demonstrate exceptional communication skills (written & verbal). Utilize enthusiasm, positive presence, & clarity in every interaction. Actively listen to fully understand customer concerns & requirements. + **Efficiency** : Meet or exceed customer service metrics and performance goals while handling assigned cases and phone calls within a structured and fast-paced environment. + **Attention to detail** : Handle numerous tasks across multiple applications and screens while ensuring accuracy and thoroughness. + **Technological** **Proficiency** : Proficient with computers; navigating multiple browsers, tabs, & tools simultaneously to answer questions quickly & optimally. + **Organization** : Use time management to handle assigned tasks. Maintain a system to prioritize & track tasks, ensuring completion effectively and on time. + **Reliability** : Consistently on time & present for scheduled shifts. Proactively communicate unexpected events or issues that affect attendance / performance. + **Adaptability** : Ability to learn quickly & embrace change as part of progress, remaining flexible, focused and resilient, and adjusting your approach to meet the needs of diverse learners. **Experience and Logistics** + **Required Experience** : 1-2 Years Experience in Customer Service, with proven track record to work in a fast-paced student or customer-facing environment. + **Scheduling Requirements** : _Availability to work from Monday to Friday between the hours of 8:30AM and 5:00PM_ **_CST._** + **Remote Requirements** : You will need a quiet, distraction-free workspace with reliable internet access. + **Required:** Bilingual - Fluently Speak, Read, and Write in Spanish/English + We encourage individuals with diverse service experiences to apply (examples include hospitality, restaurants, retail, collections, childcare and education). Cengage 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** Cengage, 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. $39,500.00 - $47,800.00 USD Cengage, a global edtech company, supports learners, educators and institutions across more than 100 countries. With products serving nearly 16 million digital users across the Higher Education, School, Work and English Language Learning markets, we've built a learning ecosystem that connects education to employment. We combine trusted content, AI-powered insights and scalable digital platforms to power learning for every future and drive meaningful outcomes at every stage of the learning journey. **_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._**

About the Company

Cengage Group

INDUSTRY

Other/Not Classified

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