Student Advisor; Pacific Time Zone

Overview

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. 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. We support 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, Cengage Work 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

We are committed to an inclusive workplace and recognize the value of diverse perspectives. We strive to ensure employees feel empowered to voice ideas and bring their authentic selves to work. To learn more, please see the inclusion and belonging information.

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, and 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, and chat.

The role requires multitasking within various platforms and tools while delivering personalized, accurate, and comprehensive assistance.

We seek an enthusiastic, professional, customer-first individual who understands that 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.

• 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.

• Manage all assigned cases while meeting quality, efficiency, and accuracy expectations; aim to shorten response times and minimize learner effort.

• Handle a high volume of inbound and outbound phone calls throughout the day.

• Maintain a 95% case closure and answer rate by managing cases across case management platforms, email, phone, and chat.

• Research required information using available tools and systems, applying various tools to navigate, research, and review solutions.

• Document all interactions thoroughly and accurately across multiple systems, following policies and procedures with precision.

• 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; provide 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.

• Deliver thoughtful and comprehensive solutions that help customers move forward and minimize repeat contacts.

• 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…