Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 59 days ago

Student Advisor

Cengage65 open roles

Pay
$19 – $22 an hour
Where
Ohio, USA
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowStudent AdvisorCengage · Ohio, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Cengage's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market. Cengage postings stay open a median of 38 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: posted 59 days ago

Cengage median: 38 days open

The posting

We believe in the power and joy of learning

At 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 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, utilizing a variety of 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.
  • Empathy: 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

  • Experience: 1-2 Years Experience in Customer Service, with proven ability to work in a fast-paced student or customer-facing environment.
  • Schedule: Availability to work from Monday to Friday between the hours of 8:30 am and 5:00 pm EST/CST/PST.
  • Remote Requirements: You will need a quiet, distraction-free workspace with reliable internet access.
  • Ideal: 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 [email protected].

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 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.

$19.00 - $22.00 USD

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Cengage's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Cengage's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Cengage's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.