Visitor Services Senior Specialist

Position Overview

The Visitor Services Senior Specialist plays an integral role to the success of the Enrollment Management division, both operationally and organizationally. The Visitor Services Senior Specialist manages the front lines of the Arcidi Center, as well as the backend operational components. The Welcome Center is located in the Alfred Arcidi building which is a 16,000 square foot space that encounters Admission visitors both Undergraduate and Graduate, along with current students, staff and faculty. For many, this building is their first experience on the campus, and we strive to provide all campus visitors with an excellent first impression.

The Visitor Services Senior Specialist is the public face and voice of the college, responsible for the organization and scheduling of all campus visits, ensuring each visitor has an exceptional and personalized experience. The Visitor Services Senior Specialist will provide thorough support and care through a variety of service channels including scheduled visits and tours, walk-in, phone, email, and chat. This position supports cooperative cross-functional, cross campus communications, and dialogue by maintaining close working relationships with all campus offices.

Primary Responsibilities:

• Provide exceptional customer service as the first point of contact for all prospective students, families, and campus partners.

• Answer incoming telephone calls and provide overall assistance with scheduling a campus info session and tour, guidance on the application process and deadlines, and processing in person enrollment deposits.

• Provide overall assistance through a variety of service channels including in person visitors, phone, email, and chat.

• Schedule prospective and admitted students for in-person or virtual offerings, along with providing information on new student application procedures with regard to admissions, financial aid, housing, student life, athletics, and special programs.

• Present on average 2-3 weekly admission information sessions to prospective students and families.

• Ensure the Welcome Center is physically prepared every day to welcome visitors and the Merrimack Community, to ensure that the space is clean, organized, and well-stocked with snacks, water, coffee, and visit materials.

• Respond and handle all incoming email inquiries to the admission and visitor services email boxes.

• Responsible for coordinating logistics for signature events with outside event vendors, to include but not limited to, quotes, invoicing, and hotel booking agreement.

• Schedule and manage all work order facility requests for the Arcidi Center to ensure that all systems are operational, and the facility is welcoming to all guests. Work with campus partners to ensure all issues are resolved promptly and with timely resolution.

• Responsible for creating, updating, and implementing the Welcome Center policies and procedures to ensure operations enhance the overall visitor experience. Assist with training staff on best practices for delivering exceptional visitor experience.

• Monitor, track, and update the operational budget for the Welcome Center.

• Cross-cultural competence and ability to communicate effectively with students and families from diverse backgrounds.

• Manage the schedule for all Welcome Center meetings, and the booking of conference and meeting rooms, ensuring that executive meeting needs are always met.

• Planning and participating in all signature admission events, including both on campus and virtual events. This would include Open Houses, Academic Preview Days, Admitted Student Days, yield receptions, and other various admission events.

• Collaboration with members of the Welcome Center team to continually identify areas to enhance a high-quality visit experience. Actively participate in the development and implementation stages of new enhancements.
  
  

Qualifications:

• Bachelor’s degree preferred.

• 1-3 years of professional experience working in higher e