SS268 - Academic Counselor - November 2025

University of Phoenix; Phoenix (AZ); Remote; USD 80,000 - 100,000; Full time

Job summary

A prominent educational institution is seeking a Student Support Specialist to engage with students and provide academic advisement in a fully remote environment. Candidates must possess a Bachelor's degree and demonstrate strong analytical and interpersonal skills. This position is set to start on November 10, 2025, offering a comprehensive benefits package and competitive pay based on experience.

Benefits

Health benefits

401(k) match

Tuition discount

Paid time off

Qualifications

• Completed Bachelor's degree required before applying.
• Computer proficient with various software applications.
• Strong written and interpersonal skills are necessary.

Responsibilities

• Engage with students to facilitate academic progression.
• Manage inbound/outbound student calls effectively.
• Create action plans for student concerns.

Skills

Interpersonal communication

Analytical skills

Organizational abilities

Problem-solving

Customer service

Education

Bachelor's Degree

Tools

CRM software

Microsoft applications

Video conferencing

Job description

Overview

University of Phoenix offers a fully remote, work-from-home environment to attract top talent nationwide. This position is designed for individuals seeking a rewarding role with challenging work, significant impact, and collaboration with innovative teammates, while contributing to a world-positive organization.

About Us

University of Phoenix is a leading higher education institution founded in 1976 by Dr. John Sperling. Our mission is to improve the lives of our students, their families and future generations through higher education. Our values are: Brave. Honest. Focused. We embrace a diverse workforce and are committed to hiring and learning from those who share our passion to help others achieve their educational aspirations. We offer excellent benefits, an effective recognition program, and learning and development tools, including tuition vouchers for employees and their qualified family members.

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. They are available during their assigned shift to accept/make student calls and complete work items delivered based on system priority. They use the University’s coaching model to partner with students, build connections, create action plans, motivate, and resolve student issues. They serve as the bridge between the student and University administration, ensuring students have access to information, policies, procedures, and requirements to make informed decisions. They are natural problem solvers who may need research, de-escalation, and critical thinking skills. They must be available throughout their shift to handle calls and work items as prioritized by the system.

Eligibility: You must reside in one of the following states: AZ, CO, ID, MT, NM, NV, OR, UT, WA, WY. You must have fully completed a bachelor’s degree prior to applying. This position is expected to start on November 10, 2025.

About You: You are someone who connects with people, builds trusting relationships, and is dependable. You thrive in an environment with continuous feedback and aim to help others. You are analytical, value clear expectations, and seek opportunities to develop real expertise. You have excellent written and interpersonal communication skills, strong organizational abilities, and a methodical, dependable approach. You have completed a bachelor’s degree prior to applying.

Schedule

This position starts on November 10, 2025. During onboarding, schedules are Monday – Friday, 8:00am - 5:00pm AZ Standard Time for the first three months (training period is the first 5 weeks). After training, schedules are 9:00am - 6:00pm or 10:00am – 7:00pm in your time zone, as determined by department needs.

What You’ll Do

1. Engage in meaningful interactions and develop rapport with a diverse population of students to facilitate academic progression.
2. Be available to accept and make 20-30 inbound and outbound student calls while completing 20-25 work items delivered to a Student Support Specialist.
3. Create specific action plans to remove roadblocks and resolve complex student concerns, supporting advancement and long-term success.
4. Assess student needs using all available tools, including the coaching model and resources, to plan interventions for progression.
5. Act as a subject matter expert for degree options, program requirements and graduation, providing accurate, timely information on policies and procedures.
6. Coordinate with students on all credit options to develop an academic plan aligned with their needs and goals while considering cost and time to graduation.
7. Establish and maintain professional relationships across internal departments to ensure students benefit from diverse knowledge and perspectives.
8. Recommend changes and share feedback to continuously improve the student experience.
9. Perform other duties as assigned or apparent.

Note: The primary accountabilities describe general content and requirements and are not exhaustive. Specific goals will be documented in performance objectives with the immediate manager.

Minimum Education and Related Work Experience

• You must reside in one of the following states: AZ, CO, ID, MT, NM, NV, OR, WA, WY, UT, TX.
• Bachelor’s Degree completed before applying is required.
• This is a work-from-home position; all work must be completed in a designated home office in an approved state of residence.

Additional Qualifications

• Computer proficient with the ability to learn and navigate various complex proprietary software applications
• Experience with CRMs, Microsoft applications, video conferencing, MS Teams
• General knowledge of the higher education industry and current trends
• 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 actions
• Strong interpersonal and communication skills to engage and convey information effectively
• Self-motivated and able to work effectively in a virtual team or independently
• Able to perform and manage multiple tasks efficiently

Related job titles: Customer Service Representative, Academic Advisor, Academic Support Specialist, Call Center Lead, Crisis Center

The Academic Counselor position is planned to start on November 10, 2025.

LI-Remote

As an Equal Opportunity employer, we encourage applications from members of historically underrepresented groups, including women, individuals with disabilities, veterans, and LGBTQ community members, who demonstrate the ability to help us achieve a diverse and inclusive community.

Pay Range: The hourly pay rate range is $16.01 (minimum), $25.19 (midpoint), and $34.38 (maximum). The annualized amount (not including eligible overtime) is $34,700 (minimum), $54,600 (midpoint), and $74,500 (maximum). Typical hiring range is between the minimum and midpoint. Actual starting base pay may vary based on education, experience, skills, location, and budget. We offer a comprehensive total rewards package including health benefits, 401(k) match, tuition discount, and paid time off.

Application Deadline: 09/15/2025.