Student Advisor
Core
Tier 2 Student Advisor providing personalized, high-quality support via phone, chat, and email to resolve learner issues in a fast-paced call center environment.
Role type
Tier 2 Customer Support Specialist
Builds
Customer support interactions and case resolutions for learners using Cengage's digital education platforms
Domain
Education Technology / Customer Service
Deliverable
client delivery
Required skills
Empathy, Emotional Intelligence, Communication (verbal & written), Attention to detail, Technological proficiency, Organization, Adaptability, Efficiency
Preferred skills
Bilingual (Spanish/English), Experience in hospitality, retail, or childcare
Technologies
Case management software, multiple browsers, tabs, and tools
Responsibilities
Handle high volume of inbound and outbound phone calls; manage assigned cases across email, phone, and chat; de-escalate tense or emotionally charged situations; document all interactions thoroughly and accurately; identify issues and plan solutions balancing customer support and business policies
Seniority
Entry-level to Junior (1-2 years experience required)
