Student Success Navigator

Rowan-Cabarrus Community College; Winston-Salem (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Rowan-Cabarrus Community College is seeking a Student Success Navigator to provide excellent customer service and assist students, faculty, and the public with information about courses, certificate programs, and enrollment.

The role includes assessing enrollment readiness, guiding applicants, and documenting communications in the student success portal. Multilingual abilities are preferred, and the candidate should be able to manage multiple priorities in a high-volume environment.

Qualifications

• High School Diploma or GED with two years of clerical, customer service, or office experience.
• Ability to manage multiple priorities and work with a student-focused mindset.
• Multilingual skills are preferred.

Responsibilities

• Provide preliminary enrollment readiness assessments while maintaining a caseload of applicants and students.
• Serve as the first point of contact for students, faculty, and community through multiple channels (walk-in, phone, email, chatbot, video conferencing). Proactively provide next-step information.
• Use approved sources to answer general information calls and document all communication in the college portal.
• Performs other duties of a similar nature or level.

Skills

Customer service

Communication

Multilingual

Education

High School Diploma or GED

Associate Degree in Business

Job description

Under general guidance of the Student Success Lead Navigator, the Student Success Navigator will provide excellent customer service by assisting the students, faculty, and general public in all aspects of their interaction with Rowan-Cabarrus, including providing information about courses, certificate programs, and registering students via phone, fax, or any form of electronic communication. The Student Success Navigator will also assist in preparing appropriate forms and solving any enrollment discrepancies.

Other responsibilities include providing general information to the students, faculty, and public regarding procedures related to certificate completions, VA benefits and financial assistance. Input and ideas on methods to improve the student experience are also encouraged and welcome to enhance the overall process.

Duties and Responsibilities

• Provide preliminary assessments of an applicant’s enrollment readiness while maintaining a caseload of applicants and students. Proactively engage with applicants to develop an onboarding plan.
• Serve as the first point of contact for students, faculty, and community members through multiple channels of communication: walk-in, phone, email, chatbot, and video conferencing. Proactively providing next step information to benefits students.
• Use approved sources when answering general information calls made to the College. Manage a high volume of inbound and outbound calls in a timely manner. Identify the customers’ needs, clarify the information, research every issue, and provide solutions and next step information.
• Use the College’s student success portal to document all communication.
• Performs other duties of a similar nature or level.

Required Education/Experience

High School Diploma or equivalent (G.E.D.), and two (2) years of clerical, customer service, or office experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job. Student-focused and have the ability to manage multiple priorities.

Preferred Education/Experience/Skills

• Associate Degree in Business or related area is preferred.
• Higher education experience and Colleague experience is preferred.
• Multilingual skills are preferred.

Other Knowledge, Skills, and Abilities

• Great communication skills and the ability to work within a team environment.