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Visitor Experience Specialist

3 months ago

Pomona, United States Cal Poly Pomona Full time

**Visitor Experience Specialist**:
**Job no**: 539812

**Work type**: Staff

**Location**: Pomona

**Categories**: Unit 4 - APC - Academic Professionals of California, Probationary, Full Time, Student Services, Telecommute eligible (work onsite as scheduled and/or as requested and telecommute as scheduled)

**Type of Appointment**: Full-Time, Probationary

**Job Classification**: Student Services Professional IB

**Anticipated Hiring Amount**:Up to $4,305 per month

**Work Hours**: Monday - Friday 8:00am-5:00pm, occasional evenings and weekends

**THE DEPARTMENT**

Outreach, Recruitment & Educational Partnerships (OREP) is responsible for outreach and recruitment of prospective domestic undergraduate students and plays a key role in enrollment planning and reporting. OREP is charged with promoting the image of the University, it’s programs and uniqueness; attracting and recruiting a diverse and high achieving pool of applicants; developing relationships and collaborations with campus external and internal constituents; and, providing timely, accurate and comprehensive services to students and campus through point of inquiry and enrollment. OREP is responsible for compliance with federal, state, CSU system and University requirements and the timely and accurate dissemination of information to students, parents, campus constituents, the CSU Chancellor's Office, and the external community. OREP provides dedicated quality outreach and recruitment programs and strategic communication to prospective students, schools and community organizations and the delivery of student services that support recruitment, college readiness, and persistence. Programs include domestic undergraduate outreach, out-of-state recruitment, and campus tour programs. OREP reports to the Presidential Associate for Community Partnerships and Expanding Access in the Office of the President.

**DUTIES AND RESPONSIBILITIES**

Campus Visit Program Coordination
- Assist the Visitor Experience Counselor with updating and maintaining the Campus Tour Guide, printed materials, and other public-facing documents by staying in regular communication with other campus departments to ensure information is accurate.
- Assist the Visitor Experience Counselor in developing and maintaining the virtual Campus Tour platform.
- Review tour reports, implement post-tour surveys, and analyze data for improvements.
- Provide support on maintaining the Welcome Center's day-to-day operations, programming, and appearance.
- Perform administrative duties, including recordkeeping, correspondence, and virtual experience creation.

OREP Service Desk and Experience
- Tracks and responds to all incoming tour requests in collaboration with the Visitor Experience Counselor.
- Day-to-day management of Visitor Services campus tour equipment and printed materials.
- In conjunction with the Director of Outreach and Recruitment and the Visitor Experience Counselor, review all metrics related to visitor experience feedback to enhance the overall service experience.
- Assist in planning and coordinating special projects/events for OREP.
- Provide general administrative support for ad hoc committees under the oversight of the Director of Outreach and Recruitment.

Student Assistant Oversight
- Coordinate schedules of student assistants specifically for, but not limited to tours, special events such as Open House, other outreach/yield events, OREP office and Welcome Center support.
- Responsible for the student assistant schedule management and oversight/ maintenance of the scheduling system.
- Create a business process guide for schedule tracking that is included in the student assistant handbook.
- Work with the budget coordinator to track student hours related to the overall student payroll budget.
- Assist the Visitor Experience Counselor with student assistant hiring, student assistant training, and recruitment for campus tour guides.
- Assist the Visitor Experience Counselor with providing student assistants with timely performance evaluations.
- In conjunction with the Visitor Experience Counselor, conduct recurring student assistant meetings.
- Provide oversight to student assistants who are given project-based assignments.

Advisory and Consultation
- Maintain Information Desk and Front Desk/Phone station operations for OREP.
- Ensure accuracy of public information and promote CPP to external audiences.
- Schedule prospective student visits, respond to inquiries, and handle complaints with confidentiality and sensitivity.
- Possess strong knowledge of CSU admissions eligibility requirements.
- Provide pre-admissions advising to external audiences who make appointments or walk-ins seeking admissions information.

OREP
- Participate in all OREP and divisional staff development, staff meetings, and major staff events to promote the University.
- Adhere to laws and policies established regarding computer data, records, accounting, and personnel by the California State University