[Hiring] Academy Support Advisor @AOP and Ignite Christian Academy

Role Description

Our online school, Ignite Christian Academy (ICA), is seeking a mission-driven, relationship-focused Academy Support Advisor to serve as a primary point of contact for prospective and enrolled families. This role combines enrollment and retention efforts with ongoing family support, helping families navigate school processes, address concerns, and promote student engagement and success. Through frequent inbound and outbound communication, the Academy Support Advisor builds trusted partnerships, confidently communicates ICA’s value, and coordinates with internal teams to provide a responsive and personalized family experience.

In this role you’ll have the opportunity to:

• Uphold the vision, mission, and statement of faith of Ignite Christian Academy, using them as guiding principles for interaction with families and students.
• Manage a high volume of daily inbound and outbound calls while providing each family with responsive, personalized, and mission-aligned support.
• Contribute to new-student acquisition and student-retention initiatives while meeting established individual sales and enrollment goals.
• Help prospective families determine whether ICA can meet their educational needs and, when ICA is a strong fit, confidently communicate its value and earn their enrollment.
• Guide families through the enrollment and onboarding processes, establishing clear expectations and preparing them for a successful start.
• Serve as a primary point of contact and front-line source of support for families throughout the customer life cycle, from initial inquiry through graduation or withdrawal through phone, text, or web-conferencing support.
• Proactively 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 based on each student’s individual needs and academic goals.
• Build strong partnerships with families by providing guidance related to academic management, student motivation, engagement, and successful participation in an asynchronous learning environment.
• Assist families with tuition and fee payments, including explaining payment expectations and supporting payment processing or account resolution.
• Resolve routine family questions and concerns while coordinating with or escalating to the appropriate school team when specialized intervention is needed.
• Maintain accurate and timely documentation of family interactions, enrollment activity, follow-up needs, and student-support efforts.
• Confidently navigate multiple school technology systems, including the SIS, LMS, CRM, NetSuite, and other platforms, to manage family relationships, document activity, and support customer success.
• Collaborate with other internal teams to provide families with coordinated and responsive support.
• Perform other duties as assigned to support the evolving needs of ICA students, families, and the organization.

Qualifications

• High School Diploma or GED required; associates or bachelor’s degree preferred and at least two years’ experience in customer service; or an acceptable combination of education and experience.
• Ability to work an 8 consecutive hours year-round schedule (meal and rest breaks excluded) sometime between the hours of 7 am and 5:30 pm 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.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding time frames.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Willingness and ability to work flexible hours.
• Able to work in Microsoft Word, Excel, PowerPoint and Outlook.
• Ability to provide a current Fingerprint Clearance Card or provide 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, which include 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.
• A wide variety of professional development programs, including tuition reimbursement.
• Work from home opportunities that foster work/life balance.