Associate Director of Student Outreach Services

Appalachian State University•Boone, NC

6d•Onsite

About The Position

The Associate Director for Campus Visits & Outreach Services provides leadership for the hospitality and visitor experience functions within the Office of Admissions at Appalachian State University. This role ensures that every prospective student, family, and campus guest receives a welcoming, informative, and high-quality experience throughout their visit. The position oversees the Admissions call center and group tour program, guiding daily operations that center on service excellence, accuracy, and engagement. The Associate Director leads and develops a team of student employees who serve as front-line ambassadors for the university, with an emphasis on hospitality, communication, and customer service. This role also coordinates group visits, partners with campus stakeholders to ensure seamless logistics, and represents the university through presentations. Through a strong focus on hospitality and student-centered service, this position helps shape meaningful first impressions and supports institutional enrollment goals. This position also serves as a co-strategist with the Director of Campus Visits to support the overall campus visit/event experience.

Requirements

Bachelor’s degree from an accredited institution.
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.
Strong public speaking skills and the ability to interact professionally with diverse audiences.
Proven experience leading or supervising a team (student leadership experience will be considered).

Nice To Haves

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.

Responsibilities

Lead the end-to-end recruitment process for student call center staff, including job postings, interviewing, and selection.
Design and implement a robust training program that includes phone etiquette, university facts, admissions policies, and customer service excellence.
Participation in budgeting and strategic planning discussions as they pertain to campus visits.
Provide ongoing coaching, mentorship, and formal performance evaluations. Handle any disciplinary actions or performance improvement plans for student staff.
Manage complex student work schedules to ensure 100% coverage during peak business hours and special recruitment cycles.
Review and approve student timesheets, ensuring compliance with university student employment policies.
Provide in-person oversight of the call center floor, serving as the first point of escalation for difficult calls or complex questions.
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.
Utilize Slate to track interactions, update student records, and pull data reports to make decisions about processes and procedures in the call center.
Act as the primary coordinator for group tours.
Manage the group tour calendar, ensuring that visits do not conflict with individual daily tours or major campus events.
Assign tour guides to groups and ensure they are briefed on any specific needs or interests of the visiting organization.
Work with Campus Dining, Parking, and Academic Departments to facilitate a seamless experience for large visiting groups.
Deliver the official University Admissions Presentation to large groups of prospective students and families.
Represent the university at on-campus events such as Open Houses, etc.
Articulate the Appalachian State University value proposition, academic programs, and campus culture with enthusiasm and clarity.
Monitor office supply inventory for the call center.
Assist with other admissions-related administrative tasks as assigned by leadership.
Other duties as assigned.