- Lead, develop, and provide protocols, training, and support to the Office of Undergraduate Admissions staff as it relates to customer service, correspondence, and interpersonal communications.
- Work collaboratively with the Recruitment & Outreach staff to continually develop and maintain recruitment presentations.
- Develop and provide protocols and training for guest services and engagement, outreach activities, and off-campus events.
- Collect and analyze data; create and distribute reports for campus visit trends while making suggestions for an improved campus visit and event experience.
- Monitor competitive best practices related to campus visit programs.
- Monitor the budget associated with recruitment and yield activities, and appropriately manage related resources, supplies, and inventory.
- Advise the Director of Admission on the strategic vision of prospective student recruitment and admitted student yield activities, executed through or in conjunction with the Office of Undergraduate Admissions and other campus partners.
- Supervise student ambassadors and graduate assistants, making recommendations to hire, fire, discipline, and providing training and managerial support.
- Create, monitor, and improve the office visitor experience and space utilization in the Office of Undergraduate Admission
- Coordinate reception desk staff coverage for business hours
- Supervise office support staff, making recommendations to hire, fire, discipline, and provide training and managerial support.
- Limited travel locally and nationally to represent NIU at recruitment and student yield events.
- Lead the strategic vision and manage the daily operations of the Call Center. Understand and work within the various cycles of the recruitment calendar.
- Select, train, and supervise student telecounselors for the outbound Call Center.
- Create objectives, scripts and evaluations for various calling initiatives, test scripts as needed.
- Provide reports following calling efforts to inform staff of rates of response and analytics in response to a calling effort. Coordinate production of a joint monthly report for the Division of Enrollment Management, Marketing and Communications.
- Provide support and assistance to the staff at the inbound Call Center to ensure that questions are handled in a timely manner; engage inbound Call Center staff in outbound initiatives as appropriate and necessary.
- Utilize the customer relationship management system and other solutions to appropriately target and track outreach efforts.
- Liaise with supervisors, admissions counselors, and external offices to gather information and create calling campaigns.
- Advise and make recommendations to the Director of Admissions on the overall direction, individual projects, trends, reporting, etc. for the Call Center.
- Assist with development and monitor Call Center budget.
- Responsible for e-mail correspondence, telephone contact, customer service functions, outreach related activities, and follow-up regarding overall programs, management, and operations.
- Supervise Call Center staff including student workers and professional staff and provide
- Lead and oversee the organization, execution, evaluation, and the improvement of on- campus recruitment events including open houses, school counselor events, admitted student days, etc.
- Lead and oversee the organization, execution, evaluation, and the improvement of on- daily campus visits and group visits.
- Collaborate with key departments to develop and monitor protocols, resolve conflicts, and create efficiencies (e.g. Transportation, Housing, Academic Colleges, Facilities Management, Outreach, Convocation Center, Holmes Student Center, etc.) as it relates to the campus visit experience.
- Serve as the liaison with Division of Outreach, Engagement, and Regional Development and coordinate logistics with local/community events.
- Serve as primary contact with staff at the Convocation Center, Barsema Alumni & Visitors.
- Supervise, recruit, train, schedule, and evaluate student tour guides- Northern Ambassadors.
- Utilize customer relations management system to collect and extract critical information, execute event communications, monitor and produce accurate data and reports, and identify and resolve issues.
- Work with the Marketing and Creative Services department to develop recruitment communications that affect campus visits, and support on-campus and off-campus recruitment and yield events.
- Collaborate with the Marketing and Creative Services department to monitor and utilize admissions-related social media accounts including Facebook, Twitter, and Instagram.
- Bachelor's degree
- Five years of professional work experience in college/university admissions or related field OR at least three years working directly in events, tours, customer service or event planning at an institution of higher education
- Resume/Curriculum Vitae
- Cover Letter
- List of three professional references (at least one from an individual you have supervised is preferred).
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Associate Director of Admissions Events, Tours - DeKalb, United States - Northern Illinois University
Description
Full-Time/Part Time: Full-Time
Overview:
Chartered in 1895, Northern Illinois University ( NIU ) is a student-centered, regional public research institution with a diverse and international student body of approximately 17,000 students. Located 65 miles from downtown Chicago, in DeKalb, Illinois, NIU is a thriving community of dedicated faculty, staff, students, alumni, local residents and friends. Together, we support the goal of providing upward mobility to our students as well as the opportunity to make an enduring impact on our future.NIU has a long, rich tradition of academic excellence with a breadth of programmatic offerings that support the academic aspirations of our students. Our nationally and internationally recognized faculty are not only dedicated to advancing their academic disciplines, but, in collaboration with NIU staff, are also focused on providing meaningful curricular and co-curricular experiences that prepare NIU students to be successful in achieving their future goals. NIU is classified by the Carnegie Foundation as a Research University/High Research Activity and a Carnegie Engaged University. NIU offers baccalaureate, master's, doctoral and law degrees across more than 40 academic departments and seven colleges.
NIU has a fiercely proud alumni base of well over 240,000 and boasts accomplished careers in a diverse array of fields and professions. They primarily reside in the northern Illinois region, creating dynamic professional networks for NIU students and faculty, and providing economic vitality to the region and state. Proximity to Chicago and its suburbs make NIU a diverse community that celebrates the lived experiences each student, faculty and staff bring to campus and the learning environment. Huskies value the ideas and insights every person has to offer, and we discover our commonalities by embracing and discussing our differences. We grow from challenging one another, and we're strong because of the way that we support one another. Most importantly, we value a sense of pride in being a Huskie and belonging to the Huskie family.
Position Summary:
The Associate Director of Admissions Events, Tours & Customer Service designs, implements, executes, and evaluates campus visits programs and special projects contributing to a positive campus visit experience using customer service protocols, university policies, and procedures and requirements of multiple academic programs. This position serves as a primary advisor to the Director of Admissions in matters and strategies regarding recruitment and yield events and recruitment events involving other NIU departments and external constituents.Essential Duties and Responsibilities:
Strategy and VisionCall Center Management
Campus Visits Experience
Marketing and Communications
Specialty Factors (Civil Service):
N/AMinimum Required Qualifications (Civil Service):
N/AMinimum Required Qualifications (SPS):
Salary: $64,992.00/Annually
Application Procedure:
For full consideration, prospective applicants will need to visitto create an application profile and submit the following application materials by March 11, 2024:
Required Documents
Applications received after March 11, 2024 are welcomed but will be considered as needed.
EEO Statement Summary:
In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.The following person has been designated to handle inquiries regarding the non-discrimination policies:
Ethics and Compliance Officer, Title IX Coordinator
Health Services 230
