General Information
Location:
Position Type:
Virtual Eligible:
Job Category:
Ref #:
Description and Requirements
About the Position
Student Support Specialists (Academic Counselors) 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 (Academic Counselors) 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 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.
IMPORTANT:
You must reside in one of the following states: AZ, ID, NV, NM, MT, UT, TX, WY. You must have fully completed a bachelor's degree prior to applying. This position is expected to start on February 1, 2027.
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.
*You have fully completed and conferred a bachelor's degree prior to applying*
Schedule:
This position is required to start on February 1, 2027.
• Schedule during the first three months of onboarding is Monday - Friday, 8:00am - 5:00pm AZ Standard Time. The first 6 weeks of employment are considered the "training period". Attendance is mandatory during the training period for success in this job.
• After the training period, your schedule will be either 9:00am - 6:00pm or 10:00am - 7:00pm (in your time zone), as determined by the needs of your department.
What You’ll Do:
1. Work full-time shift as scheduled to ensure high-quality service and availability for assigned student population, and to support department service levels and performance goals.
2. Engage in meaningful interactions and develop rapport across a diverse population of students to facilitate their academic progression.
3. Engage in meaningful interactions and develop rapport across a diverse population of students to facilitate their academic progression.
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.
Additional Primary Accountabilities for Academic Counselors not on Written team:
1. Complete an average of at least 3-4 Items Per Hour to include receiving and making phone calls and completing work items delivered systematically.
2. Perform and manage multiple tasks efficiently and effectively to maximize availability for incoming student calls while meeting department standards for productivity and quality.
Additional Primary Accountabilities for Academic Counselors on Written team:
1. Complete an average of at least 7-8 Activities Per Hour to include receiving and responding to chats, emails, and SMS work that is delivered systematically.
2. Perform and manage multiple tasks efficiently and effectively to maximize availability for incoming student inquiries while meeting department standards for productivity and quality.
3. Receive and make phone calls and complete work items delivered systematically per business need.
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.
Job Supervisory Responsibilities
None
MINIMUM EDUCATION AND RELATED WORK EXPERIENCE:
• Bachelor’s Degree
ADDITIONAL QUALIFICATIONS:
• Computer proficient with an ability to learn and navigate various complex proprietary software applications.
• Experience with CRMs, Microsoft applications, video conferencing
• General knowledge of the higher education industry
• General knowledge of fields of study, such as business, education, technology, counseling and/or nursing
• Strong analytical skills to assess and evaluate students’ needs and determine appropriate courses of action.
• Strong interpersonal and communication skills to engage and influence students accurately and effectively convey UOPX information.
• Self-motivated and able to work effectively in a team environment or independently.
#LI-Remote
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.
- Medical, dental and vision plans; Flexible Spending Accounts; Health Savings Accounts; Life and Disability insurance; and our Wellness incentive program;
- Competitive 401(k) employer match;
- Substantial tuition discount for you and eligible dependents; and,
- A generous time off package, including paid vacation, sick time and company holidays.*
The University does not discriminate in its employment practices or in its educational programs or activities on the basis of sex/gender. Sexual harassment, sexual assault, dating and domestic violence, and stalking are forms of sex discrimination, which are prohibited under Title IX of the Education Amendments of 1972 and by University policy. Reports of misconduct, questions regarding Title IX, and concerns about noncompliance should be directed to the Title IX Coordinator:
Kelly Hermann, Vice President, Accessibility & Student Affairs
4035 S. Riverpoint Parkway
Phoenix, AZ 85040
602-387-9936 office / 480-749-5515 mobile
For a complete copy of the University’s Equal Opportunity, Harassment and Nondiscrimination Policy and additional information on Title IX, please click the Title IX Information link at the bottom of the page.