Portland Community College | Portland, Oregon

Student Services Navigator

Student Services Navigator

• Title: Student Services Navigator
• Class: Classified
• Exempt Status: Non-exempt
• Grade: 18

Classification/Job Summary

The Student Services Navigator, guided by management, plays a key role in Portland Community College’s Enrollment Services, prioritizing student satisfaction, retention, and success. Serving as the primary point of contact, the Navigator supports general enrollment needs, offering guidance in person, virtually, or by phone, and providing information on College policies (admissions, registration, testing, advising, financial aid, student accounts) through various channels.

Ensuring efficient customer service, the Navigator excels in communication and interpersonal skills, adeptly handling challenging situations, including difficult individuals and complaints. Navigators respond to inquiries across modalities, maintaining autonomy with specialized knowledge to address diverse student needs. They collaborate with other service areas, contributing to consistent delivery and staying updated on procedures.

Additionally, the Navigator assists students in navigating PCC technology platforms, refers to resources, and contributes to enrollment and retention goals. In training new staff, the Navigator ensures accurate resolution of student concerns.

Essential Duties and Responsibilities

Front-Line Customer Service

• Serves as the welcoming face and primary contact for the PCC community, providing exceptional service in person, over the phone, and via email, chat, and video meetings.
• Demonstrates empathy and professionalism when addressing concerns, ensuring customer satisfaction.
• Interprets, analyzes, and responds to inquiries in a high-volume, fast-paced environment, offering solutions and ensuring streamlined access to services.

Enrollment Services Support

• Supports enrollment and retention goals by serving as a campus liaison and technical expert on admissions, registration, student records, and regulations.
• Stays updated on student service developments and proposes improvements aligned with established protocols.
• Processes enrollment documents, verifies identities, assists with class registration, resolves holds, and generates student ID cards.
• Processes enrollment verifications and evaluates documentation for releasing confidential student information.

Administrative & Office Support

• Maintains accurate, confidential records and ensures compliance with data protection and fraud prevention measures.
• Engages in data collection and analysis, processes mail, scans documents, and updates publications.
• Ensures a clean, organized office environment for a professional customer experience.

Student & Community Assistance

• Functions as the primary contact for students and the community, directing inquiries to appropriate resources (Advising, Financial Aid, Testing, etc.).
• Provides accurate information on academic programs, policies, and college services.
• Assists students in navigating MyPCC, Distance Learning, and Community Education systems.

System & Data Management

• Serves as an advanced user of College-wide ERP and CRM systems, troubleshooting electronic record issues.
• Updates student records (e.g., address, residency, major) while ensuring accuracy and compliance.
• Notifies Coordinators of escalated issues, such as duplicate records.

Training & Collaboration

• Assists in training new hires, student workers, and hourly employees.
• Intakes and triages support requests, determining resolutions or referrals to appropriate departments.
• Works with Coordinators and leadership to improve communication, resolve issues, and support faculty and staff.
• Provides feedback on recurring issues and suggests process improvements.

Compliance & Service Delivery

• Applies federal, state, local, and institutional laws and policies, including FERPA compliance.
• Rotates between service locations, including triage desks, service counters, and other college sites as needed.
• Performs other related duties as assigned.

Knowledge, Skills and Abilities

Knowledge of:

• Multi-Platform Proficiency: Various technologies and software, including operating systems (Windows, Banner), productivity suites, educational software, and online learning platforms.
• Cultural Sensitivity: Inclusive and respectful engagement with individuals from diverse backgrounds.
• Compliance & Data Security: Legal and regulatory requirements, including FERPA, data privacy, and security measures.

Skills in:

• Customer Service & Problem-Solving: Addressing diverse inquiries across multiple channels (walk-in, phone, online) while maintaining high service standards.
• Communication & Conflict Resolution: Clear verbal and written communication, active listening, and tactful handling of difficult interactions.
• Technical Assistance & First-Contact Resolution: Explaining policies, procedures, and technical information to a diverse customer base with a focus on efficiency.
• Collaboration & Teamwork: Working across departments to improve service delivery and share responsibilities.
• Record Keeping & Confidentiality: Maintaining accurate records and ensuring compliance with institutional privacy policies.

Ability to:

• Work Independently & Exercise Judgment: Make decisions, manage workload without close supervision, and seek continuous improvement.
• Manage Time & Multitask: Prioritize tasks efficiently in a high-volume environment while meeting deadlines.
• Adapt & Troubleshoot: Quickly assess issues, provide solutions, and support students, staff, and the community.
• Foster a Positive & Supportive Environment: Engage with students empathetically, promote inclusivity, and contribute to student success.
• Operate Office Equipment: Use standard office technology (computers, fax, phone, copiers) effectively.

Minimum Qualifications

High school diploma or equivalent. One year of college level coursework in Student Services, Business, Service Industry, Sociology, Communication or a related field. One year of relevant experience may substitute for the college level coursework. Two years’ experience in general office support or one year experience in a student or customer service environment with considerable public contact providing technical assistance and guidance to others and working with complex procedures and regulations.

Work Environment and Physical Requirements

Work is generally performed in an office setting with frequent interruptions and changes in the workflow/volume depending on the time in the term. This role hinges on a commitment to ongoing learning, staying abreast of updates, and engaging in continuous training to adapt to evolving demands and maintain peak performance and/or service. Employees may be asked to commute to another campus occasionally to provide staffing coverage in the event of absences, vacancies, special events, training, etc. Occasional evening or weekend work is required. Occasional lifting and/or carrying of light weight materials or equipment may be required. Position involves sitting for extended periods of time while working at a computer terminal or service counter. Learned physical skill is required to perform keyboarding and/or ten-key functions. This position is fully ONSITE with limited remote work capabilities.

 

Portland Community College is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected class.