Specialist: Student Experience

Duties & Responsibilities

• Provides proactive, student-centered coaching that supports persistence, completion, and workforce readiness for adult learners.
• Develops supportive relationships with ABECC learners to help them acclimate to the academic environment, participates in intake and orientations, and assists students across all stages of their educational pathway.
• Delivers holistic, developmental advising for new and returning students, helping them set academic and personal goals that align with career pathways.
• Affords assessments of student needs and connects them with appropriate College and community resources, including academic tutoring, career counseling, and transfer assistance.
• Maintains monitoring of student progress through regular check-ins and data tracking; identifies at-risk students and provides recommended interventions.
• Informs and guides students in navigating PCC online learning management systems and educational software (e.g., D2L, Essential Education, EdReady, Burlington English).
• Collaborates with Teaching and Learning staff, college advisors, and student support teams to develop integrated strategies that enhance engagement and retention.
• Designs, organizes, and facilitates workshops, orientations, and outreach events to build student confidence, motivation, and self-advocacy; develops and delivers targeted training to support and retain adult learners.
• Maintains accurate, confidential student records, reports, and communications in alignment with institutional policies, Family Educational Rights and Privacy Act (FERPA) regulations, and funding requirements.
• Contributes to the continuous improvement of adult education programs by researching, identifying, and recommending innovative, responsive practices informed by student feedback and educational trends.
• Resolves student services complaints and concerns, responds to requests and inquiries, and provides customer service excellence to internal and external stakeholders.
• Aids in implementing department operational procedures and processes in coordination with multiple campuses, learning centers, and Integrated Basic Education and Skills Training (IBEST) programs.

Job Requirements/Qualifications

• Associate’s degree in related field and Three to five years of related experience within student services in secondary, higher education, or adult learning environment or An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above.
• Knowledge of administrative procedures and practices.
• Knowledge of internal and external customer service principles and practices.
• Knowledge of regulatory compliance principles and practices.
• Skills in effective communication (both written and oral).
• Skills in performing a variety of duties, often changing from one task to another of a different nature.
• Skills in positive, productive and flexible customer service.
• Skills in analyzing data and drawing conclusions.
• Skills in effective and accurate data entry and typing.
• Skills in developing and maintaining effective and positive working relationships.
• Skills in operating relevant equipment required to complete assigned responsibilities for the position.