Welcome Center Coordinator

Welcome Center Coordinator

Using independent judgment and minimal supervision, coordinate the daily operations of the Welcome Center and serve as a primary resource for prospective and current students. Oversee front-line enrollment services, including customer service, application processing, CRM workflow management, student account support, campus visits, and student worker supervision. Coordinate the Student Ambassador program and ensure efficient delivery of enrollment services through effective use of the College's Customer Relationship Management (CRM) system and related technologies. Exercise sound judgment, critical thinking, confidentiality, and professionalism while providing exceptional service to students, families, faculty, staff, and the community.

Essential duties and responsibilities include the following. Related duties may be assigned:

• Coordinate the daily operations of the Welcome Center, including front desk services, admissions email, online chat, switchboard, and visitor experience.
• Serve as the primary operational lead for application intake and processing through the College's Customer Relationship Management (CRM) system.
• Review, verify, and manage applicant information within the CRM to ensure accuracy, completeness, and timely processing.
• Monitor and manage CRM workflows, tasks, queues, and communications to support prospective students throughout the enrollment process.
• Provide first-level troubleshooting and support for CRM, student portal, network account, email, password, and multi-factor authentication issues, escalating complex technical issues when appropriate.
• Monitor applications and student account activity for suspicious, inconsistent, or potentially fraudulent information, escalating concerns through established College procedures to help protect the integrity of the enrollment process.
• Coordinate campus visit programs, individual appointments, and prospective student onboarding activities.
• Coordinate the Student Ambassador program, including recruitment, hiring, scheduling, training, mentoring, and performance management of student employees and volunteers.
• Supervise Welcome Center student workers and ensure appropriate staffing for front desk operations, campus tours, outreach activities, and special events.
• Provide exceptional customer service through in-person, phone, email, chat, and virtual interactions while serving as a primary resource for prospective and current students.
• Assist students with admissions, account access, Self-Service, student email, and other enrollment-related systems.
• Make appropriate referrals to Financial Aid, Records and Registration, Academic Advising, Disability Support Services, Career Services, Counseling, and other campus resources.
• Assist with the Student ID card process.
• Monitor and recommend improvements to Welcome Center operations, customer service processes, CRM workflows, and communication strategies.
• Collect, analyze, and prepare operational reports related to Welcome Center services, CRM activities, application processing, and student engagement.
• Maintain accurate and current enrollment information on the College website and other communication platforms, as assigned.
• Cross-train in departmental functions and provide operational support across Enrollment Services during peak periods.
• Provide outreach and event support for recruitment activities, orientations, registration events, and campus programs.
• Participate in emergency response procedures and departmental continuity planning.
• Serve on College committees and workgroups as assigned.
• Some evening and weekend work is required.
• Perform other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications:

• Associate's Degree Required.
• Demonstrated ability and skill in working with diverse students, faculty, and staff.
• Must have a valid driver's license.
• Knowledge of data collection and analysis.
• Experience with Microsoft Office Suite and other PC applications.
• Required Attributes: Strong oral and written communication skills. Ability to work flexible schedule, if needed.

Preferred Qualifications:

• Bachelor's degree is preferred.
• Experience working in a community college setting preferred.
• Experience in admissions/recruiting, supervision, and event planning preferred.