Remote Student Support Specialist

American Public University System, Inc.; United States; Remote; USD 35,000 - 50,000; Full time

Job summary

American Public University System, Inc. seeks a Student Support Representative to serve as the front-line resource for AMU and APU students.

The role requires broad knowledge of university policies, programs, and funding sources to provide one-stop resolution for tier-one questions. Responsibilities include timely info delivery via phone, email, or chat; FERPA privacy; CRM usage; and collaboration with Financial Aid, Military Assistance, and other departments.

Qualifications

• Excellent verbal and written communication skills.
• Ability to learn quickly and work in a high energy team environment.
• Excellent organizational skills and ability to meet deadlines.
• Strong problem solving skills.
• Ability to work with limited supervision.
• Ability to write well-organized, informative emails.
• Ability to use active listening skills.
• Ability to set goals and prioritize work to maximize efficiency.
• Ability to work as a team and support colleagues.
• Ability to explain policies clearly and professionally.

Responsibilities

• Provides information and resolution to students via phone, email, or chat.
• Protects FERPA privacy of student accounts.
• Develops conflict resolution strategies and communications.
• Uses CRM and other software in the Student Support Center.
• Resolves routine and escalated student concerns professionally.
• Collaborates with Financial Aid, Admissions, and other departments.
• Meets performance goals as determined by leadership.
• Maintains a professional, organized workspace and appearance.
• Adheres to work schedule, including evening and weekend hours.
• Assists team with special projects and other duties as assigned.

Skills

Excellent communication

CRM experience

Team collaboration

Time management

Written communication

Active listening

Problem solving

Attention to privacy

Quick learning

Customer focus

Tools

CRM software

Job description

American Public University System, Inc. seeks a Student Support Representative to serve as the front-line resource for AMU and APU students.

The role requires broad knowledge of university policies, programs, and funding sources to provide one-stop resolution for tier-one questions. Responsibilities include timely info delivery via phone, email, or chat; FERPA privacy; CRM usage; and collaboration with Financial Aid, Military Assistance, and other departments.