Edtech.com's Summary

University of Phoenix is hiring a Student Support Specialist (Academic Counselor - February 2027). The role gives students academic advisement, coaching, and customer service from a home-based virtual office, handling student calls and system-assigned work items throughout the student lifecycle. Using the university's coaching model, the specialist helps students build action plans, resolves their issues, and serves as the link between students and university administration.

Highlights

Partner with a diverse population of students using the University's coaching model to build connections, assess needs, and plan interventions that support their academic progression.
Act as a subject matter expert on degree options, program requirements, and graduation, giving students accurate and timely information on university policies and procedures.
Coordinate with students on all credit options to build an academic plan that fits their career goals while minimizing cost and time to graduation.
Work a full-time scheduled shift, accepting and making student calls and completing work items delivered by system priority, de-escalating and researching student issues as they arise.
Meet productivity targets of 3-4 items per hour on the phone-based team, or 7-8 activities per hour handling chats, emails, and text messages on the Written team.
Build working relationships across internal departments and recommend changes based on student feedback to improve the student experience.
Bachelor's degree fully completed before applying, with comfort learning complex proprietary software and experience with CRMs, Microsoft applications, and video conferencing.
Strong analytical, interpersonal, and communication skills, plus general knowledge of higher education and fields such as business, education, technology, counseling, or nursing.
Fully remote, full-time role starting February 1, 2027, open to residents of AZ, ID, NV, NM, MT, UT, TX, and WY, with a mandatory six-week training period on a Monday through Friday 8:00am to 5:00pm Arizona time schedule.
Pay range of $17.36 to $37.26 per hour, with a typical hiring range between the minimum and midpoint.

Student Support Specialist (Academic Counselor - February 2027) Full Description

Location: US-AZ - Phoenix

Position Type: Full Time

Virtual Eligible: Yes

Job Category: Student Services

Ref #: 7635

At the University of Phoenix, we are committed to the future of work by providing a fully remote, work-from-home environment. This strategy enables us to attract top talent nationwide.

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.

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

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.
Engage in meaningful interactions and develop rapport across a diverse population of students to facilitate their academic progression.
Assess student needs using all available tools, including the University’s coaching model and resources, to plan interventions to support student progression.
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.
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.
Establish and maintain professional working relationships across internal departments to ensure students benefit from a variety of professional knowledge and perspectives.
Recommend changes, share student and other feedback on ways to continuously improve the student experience.
Perform other duties as assigned or apparent.

Additional Primary Accountabilities for Academic Counselors not on Written team

Complete an average of at least 3-4 Items Per Hour to include receiving and making phone calls and completing work items delivered systematically.
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

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.
Perform and manage multiple tasks efficiently and effectively to maximize availability for incoming student inquiries while meeting department standards for productivity and quality.
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.

Pay Range

The hourly pay rate range is $17.36 (minimum), $27.31 (midpoint), and $37.26 (maximum). The annualized amount, not including eligible overtime pay, is $36,100 (minimum), $56,800 (midpoint), and $77,500 (maximum).*

*Typical hiring range is between the minimum and midpoint of the above pay range. Actual starting base pay may vary based on factors such as education, experience, skills, location and budget. Compensation above the midpoint is generally associated with experienced, long-tenured employees who have demonstrated sustained performance and expertise in the role.

Benefits

Full-time employees are eligible for: 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.

Application Deadline is 12/30/2026.

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.

Let me find your next job.

Thanks - you're signed up.

Student Support Specialist (Academic Counselor - February 2027)

Edtech.com's Summary

Student Support Specialist (Academic Counselor - February 2027) Full Description

Accessibility Team Lead (Neurological Team)

Senior Academic Advisor

Academic Advisor - Gies College of Business

Senior Academic Advisor, Exploratory & Pre Professional Advising Center

Assistant Director of Student Support, CIE