Admissions Professional II

The Coordinator for Campus Visits & Customer Service is responsible for planning, coordinating, and
executing all aspects of daily campus tours, group visits, private and VIP visits, and managing walk-in traffic
through the Customer Service center. This role ensures that every visitor experiences a welcoming,
informative, and well-organized introduction to the campus, reflecting the institution's commitment to
excellence in service and hospitality.

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• Lead all programming and implementation of daily campus tours and group visits, including setting tour capacities, staffing plans, and route coordination to accommodate prospective students, families, school groups, and community organizations.
• Develop and manage the Office of Admissions visit calendar using Slate CRM, ensuring public tour availability is accurately published at least two months in advance to support early planning by visitors. Tours should also be planned accordingly based on the time of year in the enrollment cycle and the prospective student behavior.
• Maintain a pipeline of prospective students and make meaningful contacts through text, phone call, or email to register students for campus tours.
• Participate in admissions counseling sessions.
• Continuously assess tour demand and adjust offerings to optimize staffing, campus capacity, and visitor experience.
• Organize private and VIP campus visits for high-priority guests, including senior university leadership, major donors, prospective student-athletes, and other distinguished visitors. Tailor each experience to the guest's unique interests and ensure coordination of appropriate staffing via the Student Supervisor, transportation, parking, and specialized visit components.
• Establish and enforce visit protocols for different VIP levels, providing exceptional hospitality and personalized attention to detail.
• Oversee customer service operations within the Enrollment Management Welcome Center, focusing on walk-in traffic, front-line support, and timely resolution of visitor inquiries.
• Establish a protocol for escalated issues, including developing an on-call structure and communication flow for complex questions or challenging situations requiring immediate attention.
• Represent the University at off campus recruitment events and fairs with prospective students and ensure consistent and accurate delivery of information related to admissions, enrollment steps, financial aid navigation, and general university resources.
• Develop, deliver, and routinely update comprehensive training materials and sessions for Enrollment Management student employees serving as campus tour guides and visit ambassadors. This includes designing an engaging and multi-modal training program that equips student employees with the knowledge, skills, and customer service mindset necessary to provide exceptional campus visit experiences.
• Collaborate with the Student Supervisor to ensure adequate student staffing coverage for all scheduled tours, group visits, and front-desk customer service needs. Campus Visits and Customer Service have around 40 student employees that assist with the day to day logistics.
• Provide ongoing performance feedback, customer service refreshers, and professional development opportunities to student employees, ensuring they consistently deliver high-quality visitor experiences.
• Maintain accurate records of visitor engagement, campus tour participation, walk-in traffic, and customer service metrics.
• Analyze trends to inform decision-making and improve the visitor experience.
• Prepare regular reports summarizing visitor feedback, tour satisfaction, and service center activity for leadership review.

Knowledge, Skills and Abilities:

• Strong organizational and communication skills.
  
• Ability to manage multiple priorities in a fast-paced environment with professionalism and attention to detail.
  
• Ability to work collaboratively with staff members across the Office of Undergraduate Admissions, Enrollment Management, and the University of Arizona.
  
• Excellent customer service, communication, and organizational skills.

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
  
• Minimum of 3 years of relevant work experience, or equivalent combination of education and work experience.

• Experience in customer service, event coordination, or higher education preferred.