Assistant Director, First Impressions-Campus Visits

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Position Summary:

Florida Atlantic University is seeking an Assistant Director, First Impressions-Campus Visits. - Boca Raton, FL.

The Assistant Director of First Impressions-Campus Visits plays a pivotal role in shaping the first impression at Florida Atlantic University for more than 25,000 annual visitors. This position oversees all aspects of the University’s daily campus visit program—from strategic planning and program assessment to on-site operations and student staff management.

Summary of responsibilities:

• Monitor program outcomes and visitor feedback to evaluate effectiveness and implement enhancements that improve the prospective student experience and enrollment outcomes.

• Oversight of visitor safety protocols, ADA accessibility, and emergency preparedness during tours.

• Manage the Student Admissions Representative program, consisting of approximately 25 student employees. Responsible for interviewing, hiring, training, and mentoring the student team while upholding high standards aligned with university recruitment goals.

• Create and implement comprehensive training and development plans to ensure the delivery of accurate and high-quality information to all guests.

• Administer the visit schedule using Slate CRM, coordinating various tour types or all populations we serve. Daily FTIC tours, Transfer Tours, High School Group tours, specialty tours, and VIP tours.

• Stay informed on campus visit programming trends nationwide through CIVSA membership, engagement, networking, and external campus visits.

• Manage program operations and staffing in accordance with federal and departmental budgets, ensuring compliance with Federal Work Study hiring guidelines and FAU HR policies. Initiate and oversee the hiring process via Workday, as well as manage bi-weekly payroll in accordance with university deadlines.

• Adhere to the National Association of College Admissions Counseling (NACAC) Ethical Guide to Admissions Practice, Florida Board of Governors Regulations, and State University System standards for professional conduct, alongside FAU policies.

• Coordinate the availability of faculty, coaches, tour guides, and counselors to address the needs of prospective students and their families.

• Develop and provide tailored VIP tour itineraries for key campus partners, including Government Relations, Athletics, the College of Medicine, and the Provost's Office.

• Contribute to the planning and execution of recruitment events such as Explore FAU, Choose FAU Days, Counselor events, Out-of-State Counselor Fly-Ins, and other recruitment initiatives.

• Supervise all in-person customer service requests within the Office of Undergraduate Admissions lobby, ensuring a sufficient supply of admissions publications, marketing materials, refreshments, and giveaway items.

• Serve as a backup Enrollment Counselor during staff absences and manage all front-facing needs across multiple teams, including admissions presentations (FTIC, Transfer, and International), lobby coverage, and information desk operations.

• Address and resolve customer service escalations and admissions-related issues for FTIC, Transfer, and current FAU students.

• Remain up to date with admissions processes, programs, dates, and deadlines and show the ability to communicate them accurately to prospective freshman, transfer, international, and Second-Bachelor’s students.

• Prepare and submit reports on lobby traffic, waiting times, and common issues for the Assistant Vice President of Undergraduate Admissions and Student Success, as well as the Office of the Provost.

• Collaborate with campus partners to resolve students’ issues related to registration holds, Florida residency classification, and financial aid assistance.

• Engage in professional development opportunities to enhance effectiveness in recruiting and enrolling students.

• Model professionalism and presentation standards for other staff, ensuring a positive representation of Florida Atlantic University through attire, communication, and conduct.

• Serve on admissions and campus-wide committees to foster relationships with colleagues and support prospective students.

• Manage Undergraduate Admissions theater reservations and internal departmental requests, ensuring t