The Student Success Navigator owns every point of contact between Berea and its prospective and current students, from first inquiry through registration and ongoing academic support. This role runs the front-line functions that most directly affect lead conversion, orientation, and retention, and manages the institution’s public-facing social media presence.

Key Responsibilities

Student Helpdesk & Customer Service

• Serve as the primary point of contact for student inquiries and support requests.
• Manage Freshdesk tickets in the student-facing queue as ticket manager.
• Support course registration and academic advising conversations with students.
• Coordinate student orientation logistics and delivery.
• Maintain and distribute the term bulletin/academic calendar.
• Own the registrar functions in Canopy SIS for day-to-day student operations — enrollment status and registration
records — as the primary tool for student helpdesk support.

Admissions

• Coordinate the ambassador program supporting prospective-student outreach.
• Serve as day-to-day manager of the Pathway CRM pipeline, ensuring leads move through stages without stalling.
• Own the admissions functions in Canopy SIS — processing applications and admissions status — with Pathway
used as the recruitment/CRM front end and Canopy as the system of record.

Social Media & Communications

• Manage the institution’s social media presence across Facebook, Instagram, and X.
• Manage Constant Contact email communications to prospective and current students.

Core Competencies & Qualifications

• Comfortable working a CRM pipeline (Pathway) and a ticketing system (Freshdesk) daily.
• Comfortable operating Canopy SIS for daily admissions and registrar tasks.
• Strong written communication in Spanish; working proficiency in English.
• Experience with or aptitude for social media content and scheduling.
• Service-oriented, responsive communication style — this role is the face of Berea to most prospects and students.

Performance Expectations

• Inbound leads contacted within an agreed response-time standard (e.g., same business day).
• Pathway pipeline kept current — no stale or unassigned leads.
• Freshdesk student tickets resolved or escalated within the agreed service-level window.
• Social media channels post on a consistent published cadence.
• Lead-to-application conversion rate tracked and reported monthly to the Executive Secretary.