Specialist, Welcome Center Student Experience

Primary Duties Performed

• Serve as a friendly and informed first point of contact for students, families, and visitors.
• Assist with general questions about campus operations, admissions, registration, financial aid, testing, advising, and campus resources. Make referrals to appropriate subject matter experts as needed to support student success.
• Use phone, email, live chat, texting platforms, and AI tools to respond to student inquiries and route them as needed.
• Maintain a warm, inclusive environment that affirms all students’ sense of belonging and support.
• Oversee daily activities at the Welcome Center, including signage, wait management, and traffic flow.
• Supervisor and schedule part-time front desk staff and/or student ambassadors.
• Provide day-to-day guidance on Welcome Center processes, procedures, and service expectation to part-time front desk staff and/or student ambassadors to ensure consistent student support.
• Support daily scheduling and staffing needs for part-time staff and student ambassadors to maintain daily coverage and availability to assist student needs.
• In collaboration with peers, ensure Welcome Center materials, scripts, and communication tools reflect current processes and procedure district-wide.
• Utilize electronic systems such as CRM, chatbot, queue management systems, and/or knowledge bases to deliver timely, accurate service.
• Track and document student interactions and concerns for follow-up and continuous improvement.
• Monitor trends and share feedback with campus and district leadership to enhance the student experience.
• Work closely with Student Affairs departments such as Advising, Enrollment Services, and Testing to ensure seamless and responsive handoffs and referrals.
• Participate in campus events, open houses, welcome week activities, and other outreach efforts.

Qualifications/Experience

• Associate’s Degree
• Experience in customer service in a high-contact, public-facing role.
• Demonstrated ability to manage multiple tasks in a fast-paced environment while maintaining exceptional customer service.
• Strong communication and interpersonal skills.
• Bachelor’s Degree is preferred.
• Experience working or serving in a voluntary student leadership role assisting students in a college or university setting is preferred.
• Familiarity with student information systems (e.g., Banner), CRM tools, and chat/text platforms is preferred.
• Supervisory experience, particularly in frontline or part-time staff management is preferred.
• Bilingual/multilingual skills are preferred.

Working Conditions

• Regular on-campus presence is required.
• Occasional evening or weekend shifts may be needed during peak enrollment periods or special events.
• May involve extended periods or standing or sitting in high-traffic areas.

Physical Requirements:

• None