Student Support Representative

American Military University

. Provide immediate, ongoing, and efficient information and problem resolution to students via telephone, email, or electronic chat .

Posted 10/6/2026full-timeRemote • United StatesEntry LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong problem-solving abilities and excellent communication skills while providing efficient support to students. Proficient in CRM systems and knowledgeable about FERPA compliance, ensuring student privacy and effective information resolution.

Highest-signal resume keywords

CRM ProficiencyFERPA ComplianceStrong Problem-Solving SkillsExcellent Verbal And Written Communication SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM SystemsInformation ResolutionConflict-Resolution StrategiesReport AnalysisTime Management

Soft Skills

Active ListeningCollaborationAbility To Work IndependentlyBuilding RapportHandling Escalated Issues

Tools & Technologies

Student Support Center SoftwareHigh-Speed Internet Connection

Industry Keywords

FERPA GuidelinesStudent Privacy PoliciesUniversity AccreditationStudent Funding SourcesTime-Sensitive Deadlines

About the role

Key responsibilities & impact

Provide immediate, ongoing, and efficient information and problem resolution to students via telephone, email, or electronic chat
Protect student account privacy through compliance with FERPA
Develop conflict-resolution strategies and communications
Use CRM and other Student Support Center software applications
Resolve routine and escalated customer concerns professionally and efficiently
Maintain productive working relationships with Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, and other departments
Meet or exceed performance goals determined by the AVP, Customer Service Operations and Student Communication
Maintain an organized and professional work area
Adhere to assigned schedules, including possible evening and weekend hours
Assist team members with special projects
Perform other assigned duties
Provide one-stop resolution for tier-one student questions and refer students to appropriate departments for in-depth assistance

Requirements

What you’ll need

Excellent verbal and written communication skills
Ability to learn quickly and work in a high energy team environment
Excellent organizational skills and ability to work under time-sensitive deadlines
Strong problem-solving skills
Ability to work successfully with limited supervision
Ability to write well-organized, informative, and effective emails and written communications
Active listening skills
Ability to set goals, prioritize work, meet deadlines, and use time efficiently
Ability to collaborate and assist colleagues
Ability to handle escalated issues calmly and appropriately
Proficiency with departmental software applications, including CRM systems
Ability to build rapport with students and provide timely, accurate information
Ability to research answers and understand referral processes and procedures
Demonstrated understanding of FERPA guidelines and internal student and employee privacy policies
Ability to understand and follow professional standards and APUS procedures
Ability to explain the university's history, mission, goals, organization, policies, accreditation, procedures, programs, and student funding sources
Ability to compare and contrast the university with major competitors
Ability to extract and analyze information from reports
Requires high-speed internet connection and a dedicated workspace within the residence
Capability to telecommute as directed by management

Benefits

Comp & perks

Equal opportunity employment policy
Remote work arrangement
Telecommuting capability
Pay transparency information available upon request for eligible residents