Visitor Experience Specialist

Mount St. Mary's University; Emmitsburg (MD); On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Tuition remission

Employer-sponsored retirement plan

Paid time off

Job summary

Mount St. Mary’s University is seeking a Visitor Experience Specialist to oversee the daily campus visit experience for prospective students and families, ensuring a high-quality visitor journey aligned with enrollment goals.

The role includes supervising front desk student workers, coordinating communication plans, managing the Slate CRM, and analyzing visitor engagement data to suggest enhancements to Admissions leadership. Weekend availability is required in this fast-paced environment.

Qualifications

• Bachelor's degree required.
• 2–3 years in higher education, student services, admissions, event coordination, or related field preferred.
• Strong customer service skills with the ability to interact professionally with students, families, faculty, staff, and external constituents.
• Strong analytical, organizational, and problem-solving skills.
• Excellent oral, written, and interpersonal communication skills.
• Experience leading, training, mentoring, or coordinating student employees, volunteers, or peer leaders preferred.
• Strong organizational and time-management skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively as part of a team.
• Proficiency with Microsoft Office Suite and the ability to learn new software applications and systems.
• Ability to work weekends for major admissions events and programs.

Responsibilities

• Coordinate and oversee the daily campus visit experience for prospective students and families, ensuring a consistent, high-quality visitor experience aligned with enrollment goals.
• Serve as a primary customer service representative for the Admissions Office front lobby.
• Supervise front desk student workers and provide support in recruiting, training, scheduling, developing, and recognizing student ambassadors.
• Manage daily visit calendar in the Admissions CRM (Slate) which includes event reporting, survey evaluations and all event email communication to visitors.
• Collaborate with faculty, staff, student leaders, and campus partners to ensure effective execution of campus visit experiences.
• Coordinate communication plans for prospective visitors, including pre-visit, visit-day, and post-visit engagement strategies.
• Manage the Admissions email account, including responding to inquiries and forwarding communications as appropriate.
• Monitor and assess visitor satisfaction and engagement data, identifying opportunities for program enhancement and recommending improvements to Admissions leadership.
• Assist in routine data management, office inventory management, and payment processing.
• Assist other team members, where applicable, including covering areas or duties not initially assigned.

Skills

Customer service

Analytical skills

Organizational skills

Communication skills

Leadership / mentoring

Time management

Independence & collaboration

MS Office

Weekend availability

Education

Bachelor's degree

Tools

Slate CRM

Job description

Job Description

Under the supervision of the Associate Director of Admissions for Events, the Visitor Experience Specialist is responsible for the administration and continuous improvement of the University's campus visit experience. The Visitor Experience Specialist serves as a key member of the Admissions team by analyzing visitor engagement data, implementing communication and service strategies, coordinating campus partnerships, and providing recommendations to enhance the prospective student experience.

• Coordinate and oversee the daily campus visit experience for prospective students and families, ensuring a consistent, high-quality visitor experience aligned with enrollment goals.
• Serve as a primary customer service representative for the Admissions Office front lobby.
• Supervise front desk student workers and provide support in recruiting, training, scheduling, developing, and recognizing student ambassadors.
• Manage daily visit calendar in the Admissions CRM (Slate) which includes event reporting, survey evaluations and all event email communication to visitors.
• Collaborate with faculty, staff, student leaders, and campus partners to ensure effective execution of campus visit experiences.
• Coordinate communication plans for prospective visitors, including pre-visit, visit-day, and post-visit engagement strategies.
• Manage the Admissions email account, including responding to inquiries and forwarding communications as appropriate.
• Monitor and assess visitor satisfaction and engagement data, identifying opportunities for program enhancement and recommending improvements to Admissions leadership.
• Assist in routine data management, office inventory management, and payment processing.
• Assist other team members, where applicable, including covering areas or duties not initially assigned.

Position Title

Visitor Experience Specialist

Job Description

Under the supervision of the Associate Director of Admissions for Events, the Visitor Experience Specialist is responsible for the administration and continuous improvement of the University's campus visit experience. The Visitor Experience Specialist serves as a key member of the Admissions team by analyzing visitor engagement data, implementing communication and service strategies, coordinating campus partnerships, and providing recommendations to enhance the prospective student experience.

• Coordinate and oversee the daily campus visit experience for prospective students and families, ensuring a consistent, high-quality visitor experience aligned with enrollment goals.
• Serve as a primary customer service representative for the Admissions Office front lobby.
• Supervise front desk student workers and provide support in recruiting, training, scheduling, developing, and recognizing student ambassadors.
• Manage daily visit calendar in the Admissions CRM (Slate) which includes event reporting, survey evaluations and all event email communication to visitors.
• Collaborate with faculty, staff, student leaders, and campus partners to ensure effective execution of campus visit experiences.
• Coordinate communication plans for prospective visitors, including pre-visit, visit-day, and post-visit engagement strategies.
• Manage the Admissions email account, including responding to inquiries and forwarding communications as appropriate.
• Monitor and assess visitor satisfaction and engagement data, identifying opportunities for program enhancement and recommending improvements to Admissions leadership.
• Assist in routine data management, office inventory management, and payment processing.
• Assist other team members, where applicable, including covering areas or duties not initially assigned.

Essential Duties And Responsibilities

• Coordinate and oversee the daily campus visit experience for prospective students and families, ensuring a consistent, high-quality visitor experience aligned with enrollment goals.
• Serve as a primary customer service representative for the Admissions Office front lobby.
• Supervise front desk student workers and provide support in recruiting, training, scheduling, developing, and recognizing student ambassadors.
• Manage daily visit calendar in the Admissions CRM (Slate) which includes event reporting, survey evaluations and all event email communication to visitors.
• Collaborate with faculty, staff, student leaders, and campus partners to ensure effective execution of campus visit experiences.
• Coordinate communication plans for prospective visitors, including pre-visit, visit-day, and post-visit engagement strategies.
• Manage the Admissions email account, including responding to inquiries and forwarding communications as appropriate.
• Monitor and assess visitor satisfaction and engagement data, identifying opportunities for program enhancement and recommending improvements to Admissions leadership.
• Assist in routine data management, office inventory management, and payment processing.
• Assist other team members, where applicable, including covering areas or duties not initially assigned.

Job Requirements: Education, Experience and Skills:

• A bachelor's degree is required.
• Two to three years of experience in higher education, student services, admissions, event coordination, customer engagement, or a related field preferred.
• Strong customer service skills with the ability to interact professionally with students, families, faculty, staff, and external constituents.
• Strong analytical, organizational, and problem-solving skills.
• Excellent oral, written, and interpersonal communication skills.
• Experience leading, training, mentoring, or coordinating student employees, volunteers, or peer leaders preferred.
• Strong organizational and time-management skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated ability to work independently and collaboratively as part of a team.
• Proficiency with Microsoft Office Suite and the ability to learn new software applications and systems.
• Ability to work weekends for major admissions events and programs.

Salary Range

$40,000 - $43,000/year

(Actual compensation will be commensurate with experience, education, and qualifications)

Employee Benefits

This full-time position includes a comprehensive benefits package, featuring annual, holiday, and sick leave. The University offers a generous suite of benefits, including tuition remission for both graduate and undergraduate courses at Mount St. Mary’s University, an employer-sponsored retirement contribution, and a robust paid time off program.

For a complete list of employee benefits, please visit: https://inside.msmary.edu/more/human-resources/index.html

Full Time/Part Time

Full time