Bilingual Student Advisor (EST Time Zone Required) (Remote)
Core
Tier 2 Student Advisor providing personalized, high-quality support to learners via phone, chat, and email in a fast-paced call center environment.
Role type
Tier 2 Customer Service Representative
Builds
Learner support outcomes and case resolutions for Cengage Work's online courses and career training programs
Domain
EdTech / Career and Technical Education
Deliverable
client delivery
Required skills
Bilingual communication (Spanish/English), case management, de-escalation, multitasking, research, documentation, time management, adaptability
Preferred skills
Hospitality, retail, or education service experience
Technologies
Case management software, multiple browsers, tabs, and tools
Responsibilities
Handle high volume of inbound and outbound phone calls; manage assigned cases across phone, email, and chat; research solutions using available tools; document interactions accurately; de-escalate tense situations; coordinate next steps for learners
Seniority
Entry-level to Junior (1-2 years experience)
