Student Support Specialist

IMPORTANT: You must reside in one of the following states: AZ, NV, OR, WA

About the Position

Student Support Specialists (Academic Counselor) work in a fast-paced, home-based virtual office environment to provide academic advisement, coaching, and customer service to students throughout the student lifecycle. Student Support Specialists are available throughout their assigned shift to accept/make student calls and complete work items delivered based on system priority. Student Support Specialists use the University’s coaching model to partner with students, build connections, create action plans, motivate, and resolve student issues. Individuals in this role are the bridge for the student and University administration, ensuring students have access to information, policies, procedures, and requirements they need to make informed decisions. Student Support Specialists (Academic Counselor) are natural problem solvers, on many occasions dealing with student issues that require research, de-escalation, and critical thinking. Individuals in this role must be available throughout their assigned shift to accept/make student calls and complete work items delivered based on system priority.

About You

• You are known for your ability to connect with people, building trusting relationships, and like to be someone others can count on.
• You thrive in an environment that is supportive with continuous feedback so you can be extremely helpful to those you connect with.
• You are a careful, analytical, thoughtful decision-maker and you enjoy having clear expectations and an opportunity to develop real expertise in your work.
• You have excellent written and interpersonal communication skills and exceptional organizational skills.
• You are known for being dependable, consistent, and methodical.

Job Schedule:

• Schedule during the first three months of training is Monday – Friday, 8:00am - 5:00pm AZ Standard (MST). Attendance is mandatory for success in this job.
• After the training period, a shift will be assigned within the department. This would typically be a set shift of 10:00am – 7:00pm in your time zone.

What You’ll Do:

1. Engage in meaningful interactions and develop rapport across a diverse population of students to facilitate their academic progression.

2. Be available to accept and make an average of 20-30 inbound and outbound student calls while also completing 20-25 work items systematically delivered to a Student Support Specialist.

3. Create specific action plans to remove roadblocks and/or resolve complex student concerns to support their advancement and long-term success.

4. Assess student needs using all available tools, including the University’s coaching model and resources, to plan interventions to support student progression.

5. Act as a subject matter expert for students with respect to degree options, program requirements and graduation. Provide students with accurate, complete, and timely information on University policies and procedures.

6. Coordinate with students on all credit options to develop an academic plan that is best suited to their needs and career goals while taking into consideration how to minimize cost and time to graduation.

7. Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives.

8. Recommend changes, share student and other feedback on ways to continuously improve the student experience.

9. Perform other duties as assigned or apparent.

NOTE: The Primary Accountabilities above are intended to describe the general content and requirements of the position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the Primary Accountabilities listed above. Specific goals or responsibilities will be documented in incumbents’ performance objectives as outlined by the incumbents’ immediate manager.

MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:

IMPORTANT: You must reside in one of the following states: AZ, CO, ID, MT, NM, NV, OR, UT, WA, WY

• Bachelor’s Degree Required
• Job Supervisory Responsibilities: None
• This is a remote work from home position. All work must be completed in a designated home office in an approved state of residence.

As an Equal Opportunity employer, we particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community.

Related job titles: Customer Service Representative, Academic Advisor, Academic Support Specialist, Call Center Lead

Job Type: Full-time

Pay: $42,000.00 - $49,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year
• 2 years
• 3 years
• 4 years
• 5 years
• 6 years
• 7 years
• 8 years
• 9 years
• No experience needed
• Under 1 year

Shift:

• 8 hour shift
• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• Remote

Work Location: Remote