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Assistant Director/ Customer Service & Campus Visit

Company: Louisiana State University
Location: Baton Rouge
Posted on: February 25, 2021

Job Description:

1155 Ruffin G. Pleasant Hall All Job Postings will close at 12:01a.m. CST (1:01a.m. EST) on the specified Closing Date (if designated). If you close the browser or exit your application prior to submitting, the application progress will be saved as a draft. You will be able to access and complete the application through "My Draft Applications" located on your Candidate Home page. Job Posting Title:Assistant Director/ Customer Service & Campus VisitPosition Type:Professional / UnclassifiedDepartment:LSUAM AA - EM - Adm - Marketing (Drew Granucci (00055124))Work Location:1155 Ruffin G. Pleasant HallPay Grade:ProfessionalJob Description:The Assistant Director of Customer Service & Campus Visit position within Louisiana State University's Office of Admissions will play a key collaborative role in advancing the university and meeting the enrollment objectives. The individual, with general oversight from the Associate Director of Marketing & Events, will be responsible for ensuring positive customer experience in all interactions with the office of admissions - digitally, in person, on the phone, and as a part of the campus visit program. Daily supervision of all on campus tours and visit programs. Oversees a dynamic student employment program for the division providing for outstanding customer service across the division. Responsible to ensure that this plan aligns with the strategic marketing plan and university enrollment goals directed by the Office of Admissions. This position is also responsible for the management of an assigned recruiting territory, including articulating LSU's message and maintaining communication with prospective students and families, and participating in the holistic application review process.Campus Visit Leadership (25%)

  • Provides leadership and manages the day-to-day responsibilities for campus visit program and recruiting event programs.
  • Responsible for the overall development and management of the University visitation programs.
  • Identifies emerging problems and implements solutions.
    • Collaborates with senior colleges and student support offices in developing and executing cutting-edge campus programing, including daily tours to recruit, enroll, and transition students to the main campus.
      • Manages the development and oversight of an effective communication and marketing plan for programs and campus tours that reaches program attendees as well as the campus community.
      • Responsible for all data collection/analysis and reporting of data related to campus tours.
      • Prepares assessment reports, end-of-year reports for campus visit.
      • Develops and pursues innovative use of Slate CRM to communicate and analyze recruitment data and leading industry best practices
      • Prepares and manages visit budget; ensures most cost-effective visit programming.
      • Manages a team of admissions counselors responsible for successful implementation of the program.
      • Oversees the facilities of the Welcome Center and the Geaux Center to ensure a pleasant visit experience for all guestsCustomer Service Leadership (25%)
        • Utilizes data-driven and strategic approach to create a world-class customer service experience for all guests interacting with our office across all platforms - digitally, by phone, and in-person.
        • Oversees strategic implementation of a dynamic student employment program of 200+ students for the Office of Enrollment Management.
        • Manages budget for the student employees and provides regular updates / forecasts.
        • Ensures outstanding customer service quality across the division including Admissions, Financial Aid, Retention & Student Success
        • Directs the division's Student Employment Committee consisting of Financial Aid, Diversity, Admissions, Orientation
        • Provides direct supervision for all Graduate Assistants, Student Leadership Team
        • Responsible for implementing student hiring and training programs for each area of the office to ensure efficient, effective and engaging student employment program
        • Oversight of daily schedule and is responsible for ensuring office is fully functioning and staffed at all times
        • Holds regular meetings with leadership and all student employees
        • Responsible for communicating all policies, procedures etc. to the student employees and regular updating as changes are made throughout the admissions cycle
        • Develops new and innovative ways for utilizing student employees.Territory Recruitment (20%)
          • Represents the university and its programs to the general public at in-state and out-of-state recruitment events, including high school and college visits, college fairs, visits to schools and community-based organizations, receptions, interviews, information sessions, and presentations.
          • Assists in data analysis when planning trips to assigned territory/geo-markets.
          • Builds and cultivates key relationships and partnerships with constituents, such as: secondary school communities, community-based organizations, Alumni, and professional organizations.
          • Performs detailed and personalized outreach to prospective students such as: phone calling, emailing, and other communications as needed.
          • Assists in executing all large on-campus and off-campus recruitment and yield events.
          • Participates in transfer admission and recruitment activities as needed.Admissions Counseling (20%)
            • Counsels prospective undergraduate applicants and their families regarding LSU academic programs, extracurricular opportunities, admissions policies and procedures. This interaction may include phone, in-person, or written contacts. In-person contacts may include group presentations in addition to individual interviews.
              • In all counseling situations, employee must be thoroughly knowledgeable about LSU academic and extracurricular opportunities, and clearly articulate advantages of the LSU undergraduate experience. Further, the employee must be accurate in describing admissions policies, criteria and procedures.
              • Individual must be responsive to prospective students' concerns and needs by providing excellent customer service. Admissions Evaluation and Decision Making (10%)
                • Assists with all phases of the application processing, review and admission decision.
                • An ability to complete timely review of applications from an assigned set of high schools and assists others as needed. File review activities include monitoring files for completeness, ensuring accurate and fair decisions, fielding questions from applicants, and notifying the secondary readers of significant exceptions requiring review.Required Experience/Qualifications:
                  • Bachelor's Degree
                  • Three or more years of progressive experience in college admission, particularly with a demonstrated ability of leading students.Preferred Experience/Qualifications:
                    • Master's degree.
                    • Strong team orientation, effective interpersonal skills, and superior written and verbal communication skills
                    • For extensive travel purposes, a valid driver's license is required
                    • Demonstrated ability to holistically evaluate applications
                    • Experience with CRM system and demonstrated ability to leverage technology.
                    • Demonstrated commitment to data-driven decision-making, including effective analytical skills and proven results in achieving objectives and goals.Special Qualifications:Must be willing to travel and work nights/weekends especially during peak periods. Uniform may be required. Must possess a valid driver's license. Due to the nature of the position and/or position responsibilities this position shall be subject to drug/alcohol testing in accordance with University Policy Statement 67.As with all LSU employees, Assistant Directors have an obligation to assist students in the acquisition of necessary services. Should a student appear in need of or seek assistance with issues of an emotional, behavioral, or mental health related matter they should be referred to the proper service within the Student Health Center. In situations where the student creates an impression that they are a danger to themselves or others, the advisor should immediately contact the Care Team, the Dean of Students or the appropriate law enforcement agency. The employee outside of those rights contained within FERPA should create no impression of client or patient confidentiality.The employee may be issued University-provided mobile devices to be used for business purposes only. If one is issued, this position requires the employee to possess a personal cell phone.Additional Job Description:Special Instructions:Assistant Director of Non-Academic or Service AreaPosting Date:January 28, 2021Closing Date (Open Until Filled if No Date Specified):Additional Position Information:Background Check - An offer of employment is contingent on a satisfactory pre-employment background check.Benefits - LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!Essential Position (Y/N):EEO Statement:LSU is committed to diversity and is an equal opportunity / equal access employer.HCM Contact Information:Questions or concerns can be directed to the LSU Human Resources Management Office at 225-578-8200 or emailed HR@lsu.edu Posted 2 Days Ago Full time R00052888 About Us LSU includes institutions, facilities and programs in each of Louisiana's 64 parishes, and its campuses stretch the length of the state from New Orleans to Shreveport. Each institution plays a vital role in preparing students to incorporate new knowledge and technologies into their daily lives. LSU researchers across Louisiana are working on developing a wide-range of innovations to improve quality of life by studying issues such as disease management, advance medical treatments, obesity, coastal protection, hurricane preparedness, energy, natural resource management and agriculture, among others. Louisiana's Flagship University is a land-, sea- and space-grant institution with academic programs in all areas of science, engineering, humanities, arts and social sciences. The University comprises of nine institutions:
                      • Louisiana State University and Agricultural and Mechanical College ("LSU"), the premier flagship university for the state, which include the Paul M. Hebert Law Center and the School of Veterinary Medicine
                      • Louisiana State University at Eunice
                      • Louisiana State University at--Shreveport
                      • LSU Health Sciences Center - New Orleans
                      • LSU Health Science Center - Shreveport
                      • The Health Care Services Division
                      • Pennington Biomedical Research Center
                      • Any other college, university, school, institution, or program now or hereafter under the supervision and management of the Board of Supervisors of Louisiana State University and Agricultural and Mechanical College In implementing its mission, LSU is committed to:
                        • Offering a broad array of undergraduate degree programs and extensive graduate research opportunities designed to attract and educate highly qualified undergraduate and graduate students;
                        • Employing faculty who are excellent teacher-scholars, nationally competitive in research and creative activities, and who contribute to a world-class knowledge base that is transferable to educational, professional, cultural, and economic enterprises; and
                        • Using its extensive resources to solve economic, environmental, and social challenges.

Keywords: Louisiana State University, Baton Rouge , Assistant Director/ Customer Service & Campus Visit, Executive , Baton Rouge, Louisiana

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