Digital Navigator

Summary: Queens University of Charlotte, located in one of the nation’s fastest-growing metropolitan areas, is seeking dedicated Digital Navigators to provide individualized assistance to community members who need affordable home internet service, affordable internet-capable devices, coaching in introductory digital skills, and/or technical support to become effective home internet users. This assistance is provided by voice telephone, video call, email and/or in person at community engagement events. The Digital Navigator works in a hybrid environment (as an example you could work two (2) days at the main location and three (3) days in the field). This position is grant funded through January 23, 2026.

This full-time, exempt role reports to the Digital Navigator Program Manager. This position is exempt from the provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay for hours worked above 40 in a single work week. This position is not eligible for visa sponsorship.

Essential Duties and Responsibilities include:

Digital Navigation: 

• Receive, return, or initiate contact with residents seeking assistance. 
• Discuss with each resident their home internet access or need for home internet access, resource needs, current digital skills and what they are interested in learning, and devices they currently have or need to obtain. 
• When necessary, advise clients about free or affordable home internet service options for which they may qualify, assist clients to apply for services they choose, and support their efforts to secure service. 
• When necessary, advise clients about sources of affordable computers or other internet connected devices for which they may qualify and support their efforts to acquire appropriate devices and where they can get help with repairs. 
• Coach clients as necessary to use their home internet services in order to meet their internet use priorities. This may include referral to sources of additional digital literacy skill training. 

Facilitation and Training: 

• Ability to embrace the challenge of learning and teaching basic technological concepts related to internet services, computer and device characteristics, and common online services and applications. 
• Work one-on-one with residents or facilitate small group learning sessions. 

Resource Management: 

• Track client progress and types of requests, keep accurate and timely records, and report outcomes as required using the CDE Customer Relationship Management (CRM) system- Hubspot.  
• Develop and update knowledge base/playbooks in HubSpot for new or revised processes to enhance service delivery. 

Community Engagement: 

• Participate in community meetings and outreach events to interact with residents and provide services. 

Process Improvement: 

• Contribute to improvements around current processes and help develop new ones. 

Non-Essential Duties:

• Other duties and special projects may be assigned to meet department and/or university needs.

Experience, Knowledge and Skills Required:

• Ability to provide excellent customer service, maintain a positive attitude, establish appropriate boundaries with clients, and demonstrate innovation and flexibility.
• Ability to learn and teach basic technological concepts related to internet services, devices, and online applications. 
• Experience using software tools including CRM systems, Microsoft Office, SharePoint, RingCentral, etc. 
• Strong self-organization, language capacity, and cultural competency.
• Excellent communication skills, with the ability to establish trust with diverse clients and community members.
• Ability to use discretion when dealing with sensitive, confidential information.
• Fluency in Spanish is highly valued in this position.
• Creative problem-solving skills and the ability to handle stressful situations positively. 
• Experience balancing multiple priorities. 
• 1-3 years of customer-oriented job experience  
• 1-3 years of experience in nonprofit or educational organizations
• Bachelor’s degree or equivalent combination of education and experience.

Note: Don’t meet every qualification listed? We encourage you to apply anyway! Research shows that marginalized communities—such as women, LGBTQ+ individuals, and people of color—are less likely to apply for roles unless they meet every single requirement. At the Center for Digital Equity, we are committed to fostering an inclusive, diverse, equitable, and accessible environment where everyone feels a sense of belonging. If you’re passionate about our mission but your experience doesn’t perfectly align with every qualification in the job description, we still encourage you to submit an application. You might be the perfect fit for this role or another opportunity with us!

Application Process
Does this sound like a good fit? Click on the green “I’m interested” button and submit:

1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.

Applications received by Janurary 6, 2025, will receive first consideration. Queens will continue to accept applications until the position is filled.

About Queens University of Charlotte

Located in the heart of the nation’s second fastest growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors. 

Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger. 

Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges. 

By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community. 

Queens University of Charlotte aims to be a leading comprehensive university, distinguished by its commitment to transforming the lives of its students and enhancing the intellectual and cultural fabric of its community. Queens is a campus where diversity, equity, and inclusion are core values. The mission of Queens is to provide transformative educational experiences that nurture intellectual curiosity, promote global understanding, encourage ethical living, and prepare individuals for purposeful and fulfilling lives. To this end, the University recruits talented faculty, staff, and students from across the United States and around the world. Queens encourages applications from women, people of color, people with disabilities, and members of other protected classes and historically minoritized communities. The University also invites applications from individuals who are prepared to provide a rich and varied educational experience to our increasingly diverse student body and to collaborate with colleagues to make Queens an equitable and inclusive place to live, learn, and work. 

Queens works to provide an accessible living, learning, and working environment for current and prospective faculty, staff, and students and visitors to our campus. If there are accommodations, we can provide to make your application process more accessible, please contact the Director of Human Resources ([email protected], 704-337-2297). The position duties and responsibilities listed above should be able to be completed with or without reasonable accommodations. HR works in partnership with employees to manage the workplace accommodations process. 

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, a 403b retirement plan, with two options (pre-tax or post-tax (Roth) contributions) with a generous match, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, disability insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.