Associate Director of Student Outreach Services
Department: Enrollment Mgt - Admissions - 240300
Minimum Qualifications
- Education: Bachelor's degree from an accredited institution.
- Experience: At least 2 years of experience in a high-volume customer service environment, event planning, higher education admissions/recruitment, or other similar higher education setting.
License/Certification Required
Preferred Qualifications
- Knowledge of Appalachian State University's programs and culture
- 4 years of experience in a high-volume customer service environment, event planning, higher education admissions/recruitment, or other similar higher education setting.
- Familiarity with Slate (CRM).
- Prior experience working in an admissions office as a student worker or full-time employee.
- Experience at another regional, public university.
- Experience planning event logistics.
Essential Duties and Responsibilities
Core Responsibilities
1. Student Employee Management & Leadership (40%)
- Recruitment & Hiring: Lead the end-to-end recruitment process for student call center staff, including job postings, interviewing, and selection.
- Comprehensive Training: Design and implement a robust training program that includes phone etiquette, university facts, admissions policies, and customer service excellence.
- Team Planning: Participation in budgeting and strategic planning discussions as they pertain to campus visits.
- Performance Management: Provide ongoing coaching, mentorship, and formal performance evaluations. Handle any disciplinary actions or performance improvement plans for student staff.
- Scheduling: Manage complex student work schedules to ensure 100% coverage during peak business hours and special recruitment cycles.
- Payroll: Review and approve student timesheets, ensuring compliance with university student employment policies.
2. Call Center Operations & Quality Control (25%)
- Daily Supervision: Provide in-person oversight of the call center floor, serving as the first point of escalation for difficult calls or complex questions.
- Inbound/Outbound Strategy: Oversee inbound call volume and manage targeted outbound call campaigns. Compile data from these interactions to identify trends and communication with the Recruitment and Campus Visit teams.
- CRM Management: Utilize Slate to track interactions, update student records, and pull data reports to make decisions about processes and procedures in the call center.
3. Group Tour Coordination & Visitor Services (20%)
- Logistics Management: Act as the primary coordinator for group tours.
- Scheduling: Manage the group tour calendar, ensuring that visits do not conflict with individual daily tours or major campus events.
- Staffing: Assign tour guides to gropus and ensure they are briefed on any specific needs or interests of the visiting organization.
- Cross-Departmental Collaboration: Work with Campus Dining, Parking, and Academic Departments to facilitate a seamless experience for large visiting groups.
4. Recruitment Presentations & Public Speaking (10%)
- Lead Presentations: Deliver the official University Admissions Presentation to large groups of prospective students and families.
- Public Face: Represent the university at on-campus events such as Open Houses, etc.
- Communication: Articulate the Appalachian State University value proposition, academic programs, and campus culture with enthusiasm and clarity.
5. Administrative & Other Duties (5%)
- Monitor office supply inventory for the call center.
- Assist with other admissions-related administrative tasks as assigned by leadership.
- Other duties as assigned.
Work Schedule/Hours:Monday - Friday (some nights and weekends)
Suggested Salary Range: $65,000 - $67,904
Closing Date: 09/20/2026
Open Until Filled: No
Evaluation of Applications Begins: 09/07/2026
Proposed Date of Hire:
To apply, visit https://appstate.peopleadmin.com/postings/56025
Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.
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