Welcome Center Coordinator at College of the Holy Cross in Worcester, MA

Job description

At Holy Cross, we are focused on creating a world-class workforce by attracting and retaining employees dedicated to fostering a culture of professionalism, pride, mutual trust, and respect—one that values appreciation and recognition, empowering each of us to flourish both individually and collectively. We seek candidates who are inspired by our mission and values, and who are eager to make a meaningful difference on our campus. Learn more about Life at Holy Cross here. The Welcome Center Coordinator is responsible for the daily operation of the Enrollment Welcome Center. This person ensures a superlative visit experience, creates an essential first impression that creates a polished and welcoming first impression aligned with the College’s enrollment goals. This includes welcoming visitors, answering phone calls and emails from prospective families, providing administrative back-up for the Office of Financial Aid, making sure physical resources are well-stocked, and coordinating with Facilities as necessary to resolve issues within the space itself. Job Description Major Areas of Responsibility Provides excellent customer service Oversees the daily operational management of the Welcome Center including workflow management and service quality control Oversees the Welcome Center, and establishes and maintains a strong service-oriented culture among student guides, modeling expectations for hospitality, communication, and engagement to create a polished and welcoming front-facing environment for all visitors Manages stock of supplies for visitors (refreshments and marketing materials) Coordinates logistical execution of visit programs and enrollment events, ensuring accurate data capture and material readiness Fields and coordinates student interview inquiries Maintains accuracy of visitor and event records within Slate, including routine audits and reconciliation Provides recurring summaries of visitor volume, call trends, and frequently asked questions to Enrollment leadership to inform operational adjustments Documents and updates Welcome Center procedures and training materials Supports the student worker program to develop and maintain tour performance and foster a welcoming environment Collaborates with Enrollment leadership on the tracking of printed materials and resources Interacts with campus representatives to ensure appropriate participation in, and support of, campus visit programs Provides event and project support to Enrollment staff Provides cross-trained administrative support and surge coverage for the Office of Financial Aid during high-volume periods and staff absences Performs other job-related duties and special projects as assigned Minimum Qualifications Associates Degree preferred Excellent data entry, typing and word processing skills required Proficiency in Microsoft Office/Google Suite and virtual conferencing platforms (e.g. Zoom, Teams, etc.) required Excellent written and verbal communication skills Strong organizational and interpersonal skills Must be able to work independently Comfort using databases Must be able to lift up to 50 pounds Core Competencies Ability to maintain cooperative working relationships with students, staff, faculty, campus partners, visitors, and the general public Ability to communicate effectively and express ideas clearly both orally and in writing for diverse public audiences Ability to independently plan, problem solve, and take action within established policies, procedures, and guidelines Ability to easily adapt as institutional needs and priorities shift Communicate with all constituencies with a friendly demeanor and with attention to managing conflict and high stress situations This position is full-time, non-exempt. This is also a fully in-person position. Occasional weekend work is required. This role reports to the Director of Enrollment Operations. Salary: The Welcome Center Coordinator hourly range is $22-$23 per hour commensurate with experience and educatio