Assistant Director, Visitor Experience

Title: Assistant Director, Visitor Experience, Rowan University

Institution: Rowan University, Glassboro, NJ

Department: Office of Undergraduate Admissions 

Division: Division of Strategic Enrollment Management

Summary:

The Office of Undergraduate Admissions is seeking a full-time Assistant Director, Visitor Experience with strong organizational, communication, and interpersonal skills who is knowledgeable about strategic enrollment management, admissions-related events, and leading a student staff. The ideal candidate will be thoughtful, well-organized, detail-oriented, resourceful, and have the ability to multi-task under the general supervision of the Senior Assistant Director. The individual will work both independently and as a member of the Admissions team to help manage mission-critical admissions-related events, oversee the 100+ student tour guide program, and communicate with prospective students, their families, and school counselors, while representing the university through various on-campus and off-campus recruitment and yield activities. 

Responsibilities:

• Assists the Senior Assistant Director with the selection and supervision of the Admissions Ambassador tour guide student staff, including hiring, onboarding, payroll, and overall management of the 100+ student staff.
• Helps to plan, coordinate, and execute all in-person admissions events, including daily campus tours, Open Houses, and Accepted Students Day.
• Assist with all day-of event logistics, including load in, set-up, event management, load out, and debriefing.

• Coordinate with marketing and communications teams to promote events and maximize attendance.
• Handle event-related inquiries and provide excellent customer service to participants.

• Monitor and respond to communications with prospective students, family members, and school counselors including, but not limited to, e-mail, phone calls, and text messages. 
• Collaborate with academic departments, faculty, and other university constituents to develop and promote mission-critical admissions events that align with the University’s goals.
• Attends and participates in meetings or college events related to assigned responsibilities, including Admissions Ambassador training and biweekly meetings.
• Manages customer service training for student staff to support professional customer service team and their organizational goals.
  
  
• Liaison to Human Resources & Payroll Services for student staff onboarding process.
• Maintains essential records and files related to student staff and admissions events.
• Compiles and analyzes statistical, financial and other data related to admissions events.
• Creates reports of findings from event data, including satisfaction surveys, attendance reports, and recommendations for improvements.
• Prepares correspondence for Admissions Ambassador program, including training presentations, workshops, and biweekly meetings.
• Serves as Chair of the Cross-Department Training Committee for all front-line customer service staff involved in the onboarding process for prospective students.
• Manages social media platform for prospective students, including training and overseeing student staff, connecting with prospective students through the platform, and attending all organizational meetings.

• Stay updated on the latest trends and best practices in visitor services in higher education
• Perform other duties as assigned

Qualifications:

• Minimum of one (1) year of professional experience in admissions, event planning, and customer service, preferably in higher education
• Bachelor's degree required, preferably in a related field such as higher education
• Proficiency with customer relationship management systems, preferably Slate
• Excellent logistical and organizational skills
• Strong communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Ability to work independently and collaborate effectively with a diverse team
• Ability to work evenings and weekends, when necessary

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