University of Phoenix
Location
Washington State | United States
Job description
Student Support Specialist Location Remote in Washington State :
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
Job Schedule:
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
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:
Experience level:
Shift:
Weekly day range:
Work setting:
People with a criminal record are encouraged to apply
Work Location: Remote
Job tags
Salary
