Academic Advisor I

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
• 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

○ Daytime schedules are generally built within our 8:00 a.m. to 8:00 p.m. Eastern Time operating hours.

○ Start times may vary based on business needs and scheduling availability. An Advisor's shift will not begin before 8:00 a.m. in their local 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 interactions
• Manage and navigate multiple screens and systems simultaneously to effectively access and update student information
• Be available to student for both inbound and outbound calls, providing timely and responsive support
• Adhere to a consistent, distraction free schedule, ensuring a dedicated, uninterrupted focus on student needs
• Demonstrate consistent attendance, punctuality and reliability, ensuring full functionality and a dependable presence to support team operations and student needs
• Thrive in a fully distributed work environment, effectively managing time, tasks and priorities while leveraging digital communication and collaboration tools to stay connected, ensuring seamless workflow and consistent team interaction across various time zones
• Must maintain a reliable, high-speed internet connection and a stable, hardwired setup to support uninterrupted remote work and virtual collaboration
• Position is based in a fully remote environment requiring sustained periods of computer and video interaction

#LI-Remote

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

If you have a disability and require a reasonable accommodation to fully engage in any part of the application or hiring process, please complete the Accommodation Request form or contact us at 603-626-9447. A member from the Employee Accommodation Support Center will be in contact with you within two business days to discuss your request.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources