Working Position Title Associate Director of Admissions Events, Tours & Customer Service (4103)
Classification Associate Director
Position Number 00004103
Open Date 02/20/2024
Close Date
Priority Review Date 03/11/2024
Employee Class Staff
Full-Time/Part Time Full-Time
FTE 1.00
Position Status Regular
FLSA Exempt
Job code 1060SPS03
Union Representation Non-Union
Union Code N/A
Unit/Department Admissions Tours & Events
College/Unit Enrollment Management
Division Enrllmnt Mgmt, Mktg & Comms Dv
Location WI 101
Link to Department Website or Custom Search Page https://www.niu.edu/admissions/index.shtml

Overview
Position Summary
Essential Duties and Responsibilities

• 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.

Minimum Required Qualifications (Civil Service)
Knowledge, Skills, and Abilities (KSAs) (Civil Service)
Specialty Factors (Civil Service)
Preferred Qualifications (Civil Service)
Minimum Required Qualifications (SPS)

1. Bachelor's degree
2. 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

Additional Requirements (SPS)
Preferred Qualifications (SPS)

1. Master's degree preferred.
2. Strong presentation, verbal and written communication, management and leadership skills. Power Point Presentation development and creation experience is a plus.
3. Excellent HR, space and resource management and supervisory skills.
4. Knowledge of university policies and procedures, FERPA regulations, application evaluation and admission review.
5. Multilingual skills (proficiency in Spanish preferred).

Physical demands/requirements

Anticipated Appointment Start Date 4/1/2024
Anticipated Appointment End Date
Percent of Staff Year 1.00
Standard Hours Per Week 37.50
Working Hours 8:00am - 4:30pm Evenings & Weekends as required
Salary $64,992.00/Annually
Hourly or Semi-monthly Pay Rate/Range $2,708.00 per pay period
Earn Type Salary

Application Procedure

• Resume/Curriculum Vitae
• Cover Letter
• List of three professional references (at least one from an individual you have supervised is preferred).

Special Instructions
Quick Link to Applicant https://employment.niu.edu/postings/76501
Is Background Check Required? Yes
EEO Statement Summary
Visa Policy

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

ADA Accommodation
Safety Information