Program Coordinator, Evansdale Appointments - Visitors Center

The Visitors Center at West Virginia University is currently accepting applications for a Program Coordinator, Evansdale Appointments.

About the Opportunity

This position covers the broad nature of the Visitors Center recruitment, outreach, and program management functions. This position will manage all tour scheduling functions and appointment scheduling using the TargetX/Salesforce CRM. Responsibilities also include overseeing the Visitors Center website and assisting with the utilization of the current and future CRM. This position serves as the secondary supervisor of one graduate assistant and all student workers. This position is an integral part of the Visitors Center and University Relations team.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year
• 18 sick days per year

(for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)

• WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)

• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.

• Wellness programs

What you'll do:

Recruitment and Visit Operations:

• Coordinate aspects of the campus visit experience to ensure that visitors leave WVU with a positive, comprehensive impression of the university's academic, social, and co-curricular offerings, prompting them to apply or commit to WVU.

• Responsible for delivering visit presentations and facilitating current-student panels to prospective students and guests.

• Updates visit presentation content and panel questions semesterly to reflect prospective student needs at different times of the year. Develop monthly schedule for presentation coverage to be staffed jointly by partner UR/EM offices.

• Conduct one-on-one admissions meetings to counsel interested students and their families on academic programs, admissions requirements, housing, financial aid, and student life at WVU. This includes assisting prospective student visitors in completing an application, paying academic and housing deposits, completing a housing application, and registering for New Student Orientation.

• Oversee campus visit communications including tour and appointment encouragement, confirmations, reminders, and general questions that are facilitated via the CRM and email vanity accounts.

• Staff the Visitors Center when needed, handling walk-in, check-in, and telephone inquiries providing excellent customer service.

• Maintain Visitors Center office supplies, print materials, and refreshment needs, keeping quantities appropriately stocked and managing payment with vendors.

• Regularly monitor CRM reports and post-visit surveys to make appropriate changes to the visit experience when necessary.

• Is cross trained on components pertinent to student recruitment, including admissions, financial aid, orientation, academics, and student success resources.

• Serve on various University committees and meetings involved in planning and evaluating recruitment and enrollment processes.

• Assist with recruiting events including Discover WVU, Decide WVU, Admitted Student Toutd, New Student Orientation, high ability events, and Junior Open House.

• Travel, when needed, to recruitment events and professional development conferences.

• Assist with other projects and assignments at the request of the Assistant Director.

Departmental Appointment Program:

• Manage department appointment program for prospective students. Coordinates individual student visit experiences that may include academic department visits, classroom visits, meetings with faculty, meetings with student services, campus affinity groups, and other individual activities for prospective students.

• Maintain relationships with college recruiters and student support offices to improve departmental appointment experiences and maintain accurate contact information and availability.

• Analyze student data to track the impact of and seek growth opportunities for departmental appointments in an effort to increase yield. Responsible for compiling, distributing, and presenting these reports throughout the year.

Website and CRM:

• Maintain Visitors Center website content and design to ensure that the site is functional, accurate, and up to date, compensating for regular updates when the center is closed.

• Manages Google and Apple Maps business accounts for the Visitors Center, ensures postings reflect operating hours accurately.

• Works with University Relations Photography to schedule headshots for all new staff for use on Visitors Center website.

• Maintains staff biographical information for all student and professional staff members working in the Visitors Center.

• Identify useful site performance metrics; collect, analyze, and report site usage data. Recommend improvements based on analysis.

• Along with Director/Assistant Director, works jointly with the Enrollment Management Technology Team to ensure that the CRM is used to its full ability as an office and that processes are meeting guest experience and efficiency needs.

• Work with campus partners to continually evolve the process of scheduling departmental appointments to improve efficiency and approval process in the best interest of visiting students.

• Regularly updates all Visitors Center assessment surveys for daily visitors.

Staff Management/Development:

• Serves as secondary supervisor to graduate assistant responsible for assisting with departmental appointment program and visit operations. Assists with hiring and training for this role.

• Serves as secondary supervisor of all student tour leaders.

• Assist in interviewing and hiring student tour leaders.

• Completes tour audits during student training to assist with tour certification process.

• Facilitate student staff training on the CRM, visit communications, and customer service.

• Manages customer service and front desk training for all tour guides in the Evansdale Visitors Center to ensure all staff meet minimum certification standards of position.

• Bachelor's degree in communications, marketing, public relations, hospitality, and tourism, advertising, business or other related fields.

• A minimum of two (2) years' experience involving:

• College admission counseling

• Sales.

• Marketing.

• Public Relations.

• Event Planning.

• Other related fields.

• Demonstrate an understanding of the undergraduate experience at WVU or another large, public institution of higher education, with the ability to counsel prospective students and families regarding the enrollment process and potential concerns.

• Ability to rapidly learn WVU admission requirements, basic housing and financial aid requirements, and opportunities for student success.

• Establish and maintain effective relationships and deal tactfully with other University units, colleagues, visitors, students, parents, counselors, and others.

• Demonstrate excellent oral and written communication skills with an ability to present information in an understandable and positive manner.

• Ability to gather and analyze data, generate reports, and communicate findings with various stakeholders.

• Strong attention to detail, strategic thinking, and follow-through on projects and tasks.

• Extensive knowledge of customer service principles with the ability to train others.

• Ability to supervise, mentor, and motivate staff.

• Must exhibit professional behavior and image at all times to best represent WVU to our constituents.

• Ability to operate a motor vehicle.

• Willingness to work nights and weekends at various times throughout the year and travel as needed.

• Must pass a credit check to qualify for a university travel and procurement card.