Welcome Center Coordinator - Enrollment Management

Carnegie Mellon University, within the Division of Enrollment Management, is seeking a highly motivated and service-oriented individual to join the Coulter Welcome Center team as a Welcome Center Coordinator. This full-time, in-person role is integral to the Division's mission of ensuring students and families feel welcome, prepared, and supported throughout their transition to CMU. Reporting to the Assistant Director of the Welcome Center, the WC Coordinator serves as a crucial initial point of contact, responsible for providing a warm, inviting atmosphere for all visitors. This position offers key operational support by managing daily guest check-ins, handling facility logistics, inventory, and administrative duties, and working in close collaboration with the entire Welcome Center staff. This role requires a flexible schedule, including rotational evening and weekend availability.

Core responsibilities include:

Provide a warm, welcoming and inviting CMU environment to all visitors, CMU community and public walk-ins. Proactively greet each person, answer questions and provide wayfinding as needed while sharing CMU stories and information.
Check-in guests for campus tours, admission information sessions and other university events, as requested through two online platforms: Slate and Google Sheets. Create daily check-in sheets for visits through Google Sheets.
Maintain the Coulter Welcome Center space which includes but is not limited to opening and closing procedures, inventory management (i.e. materials, giveaways, beverages), space reservation requests, and the appearance, functionality and operation of technology in the space. Assist the Assistant Director of the Welcome Center with projects to enhance the Welcome Center space.
Communicate through emails and phone calls to ensure each guest is prepared for their visit and follow-up as needed.
Supporting the welcoming atmosphere of the space and strategically thinning and implementing ways to continue the high level of service excellence.
Keeping up-to-date on information within Welcome Center training documents, procedures, team standards and expectations, campus locations and building information.
Work collaboratively with the Welcome Center team including: Associate Director, Visitor Experience and Campus Tours, Assistant Director of the Welcome Center Manager (hiring manager) and Ambassador Manager to continually enhance the visitor experience program for CMU, including assistance with visitor and event data collection and ongoing training to continually learn and refine key messages and points of pride about CMU.
Partner with Tepper Building Operations, Facilities Management, Undergraduate Admission, UG2 and other partners/vendors as required.
As requested, additional support for the ambassador program.

Hours:

Work Schedule & Commitment: This is a full-time, in-person position based on the Pittsburgh campus; remote work is not an option.
Core Business Hours: Monday through Friday from 8:30 AM - 5:00 PM.
Occasional Hours: Candidates must be available for evening and weekend shifts to provide event and Welcome Desk support as needed. Weekend work is required on a rotational basis (approximately one weekend every 3-4 weeks).

Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

You should demonstrate:

Excellence in customer service. Proactive in approaching and assisting others. With the ability to work cooperatively and professionally with staff, students and faculty from all levels of the university.
Effective communications to coordinate with guests and partners via email, phone, and in-person interactions.
Managing inventory, handling space reservations, and executing facility opening/closing procedures.
Working effectively with the Welcome Center team and coordinating with university departments and vendors.
Proactively resolving visitor needs, troubleshooting issues, and assisting with projects to enhance the space.
Ensuring accuracy in daily records and staying current on all training documents, procedures, and campus facts.

Qualifications:

Minimum one year of customer service, admission, student affairs or administrative management experience required.
Experience in higher education and working with students is highly desired.
Associates degree required, Bachelors degree preferred, or equivalent in marketing, communications, hospitality management, business, higher education administration or other related field preferred.
Proficiency in general office technology and databases (i.e. Google suite, Slack, Registration system, Scheduling System, Monday.com, calendar, etc)
A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Requirements:

Successful completion of a pre-employment background check
Child Protection Clearances (PA Act 153)
Ability to lift deliveries and packages up to 25 pounds on a regular basis. (Examples include boxes of printed materials, pens, buttons, and postcards)
Means of transportation to and from campus required with the ability to travel on- and off- campus locations as needed; early occasional morning or evening hours may be required.

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