Student Communications & Engagement Specialist

The staff and faculty of Northampton Community College share a single goal: to help students transform their lives through education. It's a goal that reaps rewards thousands of times over the course of a career. Employees at Northampton receive competitive compensation and an array of benefits while working on campuses located in a region with a very high quality of life.

We invite you to consider applying for one of our currently available positions. For more information on the College, please visit www.northampton.edu. For more information on life in the Lehigh Valley, please visit https://www.northampton.edu/human-resources/life-in-the-area.htm.

NCC is strongly committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to identify their strengths or experiences in this area.

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This posting will close on:

**No further applications will be accepted on or after this date**

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Student Communications & Engagement Specialist

Northampton Community College is seeking a student-focused, detail-oriented professional to manage day-to-day digital communications with prospective students through text messaging, live chat, and related engagement channels. This position will execute communication campaigns, respond to student inquiries, manage communication workflows, and help create engaging digital content that supports enrollment goals.

Working closely with the CRM Manager, the Student Communications & Engagement Specialist will implement communication strategies, maintain texting and chat platforms, monitor engagement, and help create photo and video content that enhances the prospective student experience. This position is critical to NCC's effort to bring prospective student communications in-house and provide more personalized, timely engagement throughout the enrollment journey.

Key Responsibilities

Prospective Student Communications

• Manage daily text messaging communications with prospective students and families.
• Execute communication campaigns and automated workflows developed in collaboration with the CRM Manager.
• Monitor and respond to inbound text conversations, ensuring timely and accurate follow-up.
• Maintain communication calendars and assist with message scheduling and deployment.
• Identify and escalate complex student questions to appropriate departments.

Live Chat Management

• Serve as the primary operator and administrator of prospective student live chat services.
• Respond to live chat inquiries and ensure a high-quality customer service experience.
• Maintain chat knowledge bases, canned responses, and escalation procedures.
• Track common questions and recommend improvements to communications and student support resources.

CRM & Workflow Support

• Assist with building, maintaining, and testing communication workflows within the college's CRM and engagement platforms.
• Assist with audience segmentation, communication deployment, and campaign execution.
• Help monitor workflow performance and identify opportunities to improve engagement and response rates.
• Support data integrity and communication compliance efforts.

Content Creation & Student Engagement

• Capture and create photo and video content that supports student engagement and enrollment communications.
• Develop short-form content for texting campaigns, live chat resources, social media, email communications, and enrollment marketing initiatives.
• Attend student events, admissions programs, and campus activities to gather authentic student stories and content.
• Collaborate with Marketing and Admissions teams to ensure consistent messaging and branding.

Reporting & Operational Support

• Monitor communication metrics including response times, engagement rates, and inquiry trends through texting and chat.
• Prepare routine reports for the CRM Manager and enrollment leadership.
• Assist in evaluating communication effectiveness and recommending operational improvements.
• Stay current on emerging trends in student engagement, texting, chat, and digital communications.

Key Characteristics

• Excellent customer service orientation
• Strong written communication skills
• Comfortable engaging with students in real time
• Organized and detail-oriented
• Creative storyteller and content creator
• Collaborative team player
• Technically curious and adaptable

Organizational Relationships: (1) Responsible to the CRM Manager for performance of assigned responsibilities. (2) Relates role to college goals and mission attainment.

Performance Standards: Performance in this position is considered satisfactory when: (1) mutually agreed upon objectives have been attained within a specified time frame, (2) responsibilities of the position have been carried out at a level consistent with performance objectives, and (3) effective cooperative relationships exist with other members of the team and college.

Qualifications:

• Associate or Bachelor's degree in Communications, Marketing, Digital Media, Higher Education, or related field.
• 2-4 years of experience in communications, admissions, customer engagement, marketing, student services, or related areas.
• Experience with CRM platforms, communication systems, texting platforms, or live chat tools.
• Experience creating photo, video, and short-form digital content.
• Strong writing skills with the ability to communicate clearly and concisely across multiple channels.
• Familiarity with Canva, Adobe Creative Suite, CapCut, or similar content creation tools preferred.
• Experience in a community college working with prospective students or in a customer-facing environment preferred.

Benefits Snapshot

The College offers a generous benefits package to full-time employees. Just a few highlights of the benefits package include comprehensive medical plan options for you and your family (plus dental and vision), a College retirement contribution of 8% of your salary upon hire, NCC tuition waiver and an abundance of time off - up to 25 days' vacation/floating, 10 sick days, four-day workweeks during Summer, paid holidays (including a week+ break between Christmas and New Year's) - among other things! Please visit https://www.northampton.edu/about/working-at-ncc/employee-benefits/index.html for more details on the full array of benefits.