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

• You must reside in one of the following states: AZ, NM, NV, MT, 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 an 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 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 virtual team environment or independently
• Able to perform and manage multiple tasks efficiently and effectively

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 September 8th, 2026.

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