Remote Student Support Specialist

American Public University System, Inc.; Charles Town (WV); On-site; USD 38,000 - 48,000; Full time

Job summary

American Public University System in Charles Town seeks a dedicated Student Support Representative to assist AMU and APU students with timely information and problem resolution. You will be the first point of contact via phone, email, or chat, upholding FERPA privacy and university policies.

The role requires strong communication, organization, and the ability to work in a fast-paced, team-driven environment while maintaining high standards of service and accuracy. Training provided.

Qualifications

• Strong written and verbal communication required.
• Ability to learn quickly and work in a high energy team environment.
• Excellent organizational skills and ability to meet deadlines.
• Ability to work with limited supervision.
• Ability to write well-organized, informative emails and other written communications.
• Ability to listen actively.
• Ability to set goals and prioritize work.

Responsibilities

• Provides immediate, ongoing, and efficient information and problem resolution to students in a timely manner via telephone, e-mail, or electronic chat.
• Protects the privacy of student accounts through FERPA compliance.
• Develops efficient conflict resolution strategies and communications.
• Demonstrates skill in using CRM and other software applications used in the Student Support Center.
• Resolves routine and escalated customer concerns in a professional and efficient manner.
• Maintains productive relationships with other APUS departments (Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, etc.).
• Meets or exceeds performance goals as determined by AVP, Customer Service Operations and Student Communication.
• Keeps work area organized and maintains professional appearance.
• Adheres to assigned work schedule, including potential evening and weekend hours.
• Assists team members with special projects and performs other duties as assigned.

Skills

Excellent verbal and written comms

Team environment

Organizational skills

FERPA knowledge

CRM software

Tools

CRM software

Job description

American Public University System in Charles Town seeks a dedicated Student Support Representative to assist AMU and APU students with timely information and problem resolution. You will be the first point of contact via phone, email, or chat, upholding FERPA privacy and university policies.

The role requires strong communication, organization, and the ability to work in a fast-paced, team-driven environment while maintaining high standards of service and accuracy. Training provided.