Academy Support Advisor
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Job Description
Academy Support Advisor supporting enrollment, retention, and student success for Imagine Learning’s online K–12 school. Guiding families through onboarding, coursework, payments, and school processes.
Responsibilities:
- Uphold the vision, mission, and statement of faith of Ignite Christian Academy
- Manage a high volume of daily inbound and outbound calls
- Contribute to new-student acquisition and student-retention initiatives while meeting sales and enrollment goals
- Help prospective families determine whether ICA meets their educational needs and communicate its value
- Guide families through enrollment and onboarding processes
- Serve as a primary point of contact and front-line support for families throughout the customer life cycle
- Communicate with families and students by phone, email, and text to support enrollment, onboarding, engagement, retention, and student success
- Advise families on course selection and program or graduation pathways
- Provide guidance on academic management, student motivation, engagement, and participation in asynchronous learning
- Assist with tuition and fee payments, payment processing, and account resolution
- Resolve routine family questions and concerns, coordinating with or escalating to appropriate school teams when needed
- Maintain accurate documentation of family interactions, enrollment activity, follow-up needs, and student-support efforts
- Navigate SIS, LMS, CRM, NetSuite, and other school technology systems
- Collaborate with internal teams to provide coordinated family support
- Perform other duties as assigned
Requirements:
- High School Diploma or GED required; associates or bachelor’s degree preferred
- At least two years’ experience in customer service
- Acceptable combination of education and experience
- Ability to work an 8 consecutive hours year-round schedule sometime between 7:00 a.m. and 5:30 p.m. Central time, Monday-Friday
- Experience taking and making a high volume of calls per day
- Two years’ experience working in education or with K-12 students preferred
- Previous work experience with at-risk students preferred
- Highly motivated with excellent verbal and written communication and problem-solving skills
- Flexible and adaptable to change
- Strong organizational and time management skills; able to handle multiple priorities with demanding time frames
- Ability to work collaboratively with colleagues and staff
- Willingness and ability to work flexible hours
- Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook
- Ability to provide a current Fingerprint Clearance Card or proof of application within 7 days upon hire
Benefits:
- Multiple health, dental, and vision plans, including medical plans with zero employee premiums
- 401k plan with a company match
- 16 paid holidays, including 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
- Paid Time Off
- Comprehensive maternity and fertility/family building benefits
- Paid bonding leave when a new child joins your family
- Access to on-demand mental health resources
- Life and short- and long-term disability insurance
- Pre-tax savings plans
- Paid volunteer time off
- Professional development programs, including tuition reimbursement
- Work from home opportunities that foster work/life balance
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