Academic Advisor

Position: Academic Advisor I
Description

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us - and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact - from near or far

At SNHU, you'll have the option to work remotely in the following states:
Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The Academic Advisor I provides exceptional - quality, personalized support to students throughout their academic journey, ensuring progress toward educational goals. This role is responsible for fostering student engagement and success by leveraging data-informed strategies and key performance indicators (KPIs) to promote persistence, satisfaction, and academic achievement. In this Role:

* Uphold 's Mission, Vision, Core Values and Core skills
* Adhere to policies within University Catalog and Employee Handbook
* Manage and maintain accurate student records, including communication, notes and course plans, ensuring all information is current, organized and aligned with academic goals and departmental goals
* Handle a high volume of inbound and outbound student phone calls, providing exceptional customer service and effective assistance while addressing inquiries, resolving issues and ensuring clear communication
* Conduct email communication with students and departments, ensuring timely, professional and accurate replies to inquiries, updates and requests
* Manage and maintain knowledge resources, staying up to date with internal communication, policies and procedures, while effectively utilizing available resources to support students and deliver accurate information
* Support students in building self-efficacy by offering guidance, resources and encouragement, in a positive and empowering environment that fosters confidence in their academic abilities and decision-making
* Build and maintain relationships with students, colleagues and external partners, to foster collaboration, enhance communication, and support student success
* Leverage departmental tools and resources to promote student success, persistence, and satisfaction, in alignment with the Customer Experience (CX) framework
* Perform other duties and responsibilities as assigned
Minimum Qualifications:

* Bachelor's degree

* 0-1 year of demonstrated experience in a professional setting including:

• Customer service background
• Admissions or sales
• Higher education, advising, tutoring, or counseling

Work Schedule:
4 Day

Shifts:

Monday - Thursday
8:00 a.m. to 4:30 p.m. or the 9:00 a.m. to 5:30 p.m. in your time zone.
1

Evening Shift: Friday
11:30 a.m.

- 8:00 p.m. Eastern Time for all (ET) advisors
10:30 a.m.

- 7:00 p.m. Central Time for all (CT) advisors
9:30 a.m.

- 6:00 p.m. Mountain Time for all (MT) advisors
8:30 a.m.

- 5:00 p.m. Pacific Time for all (PT) advisors
1 Weekend Shift per term:
Every 8 to 10 weeks.
Undergraduate Advisors: 8 Week Terms Graduate Advisors: 10 Week Terms
Working Environments and Physical Requirements

* Remain stationary for extended periods, either sitting or standing, while maintaining focus and productivity
* Build and maintain strong relationships with students & colleagues through effective phone, email and Microsoft Teams communication
* Use a headset for extended periods to ensure clear communication and active listening during student…