Student Advisor

We believe in the power and joy of learningAt Cengage, our employees have a direct impact in helping learners 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.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 BuildingProvide 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 & ResolutionManage 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, utilizing a variety of tools to navigate, research, and review solutionsAccuracy & Completeness: Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.End-to-End OwnershipTake 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,...