Posting Details Request to Recruit Location Boone, North Carolina Faculty Rank No Provide Rank Position Number 063821 Department Enrollment Mgt - Admissions - 240300 Position Summary Information Primary Purpose The Associate Director for Campus Visits & Outreach Services provides leadership for the hospitality and visitor experience functions within the Office of Admissions at Appalachian State University. This role ensures that every prospective student, family, and campus guest receives a welcoming, informative, and high-quality experience throughout their visit. The position oversees the Admissions call center and group tour program, guiding daily operations that center on service excellence, accuracy, and engagement. The Associate Director leads and develops a team of student employees who serve as front-line ambassadors for the university, with an emphasis on hospitality, communication, and customer service. This role also coordinates group visits, partners with campus stakeholders to ensure seamless logistics, and represents the university through presentations. Through a strong focus on hospitality and student-centered service, this position helps shape meaningful first impressions and supports institutional enrollment goals. This position also serves as a co-strategist with the Director of Campus Visits to support the overall campus visit/event experience.

Minimum Qualifications Education :

Bachelor's degree from an accredited institution.

Experience :

At least 2 years of experience in a high-volume customer service environment, event planning, higher education admissions/recruitment, or other similar higher education setting.

Communication :

Strong public speaking skills and the ability to interact professionally with diverse audiences.

Supervision :

Proven experience leading or supervising a team (student leadership experience will be considered). License/Certification Required Preferred Qualifications Knowledge of Appalachian State University's programs and culture 4 years of experience in a high-volume customer service environment, event planning, higher education admissions/recruitment, or other similar higher education setting. Familiarity with Slate (CRM). Prior experience working in an admissions office as a student worker or full-time employee. Experience at another regional, public university. Experience planning event logistics. Essential Duties and Responsibilities Core Responsibilities 1. Student Employee Management & Leadership (40%)

Recruitment & Hiring :

Lead the end-to-end recruitment process for student call center staff, including job postings, interviewing, and selection.

Comprehensive Training :

Design and implement a robust training program that includes phone etiquette, university facts, admissions policies, and customer service excellence.

Team Planning :

Participation in budgeting and strategic planning discussions as they pertain to campus visits.

Performance Management :

Provide ongoing coaching, mentorship, and formal performance evaluations. Handle any disciplinary actions or performance improvement plans for student staff.

Scheduling :

Manage complex student work schedules to ensure 100% coverage during peak business hours and special recruitment cycles.

Payroll :

Review and approve student timesheets, ensuring compliance with university student employment policies. 2. Call Center Operations & Quality Control (25%)

Daily Supervision :

Provide in-person oversight of the call center floor, serving as the first point of escalation for difficult calls or complex questions.

Inbound/Outbound Strategy :

Oversee inbound call volume and manage targeted outbound call campaigns. Compile data from these interactions to identify trends and communication with the Recruitment and Campus Visit teams.

CRM Management :

Utilize Slate to track interactions, update student records, and pull data reports to make decisions about processes and procedures in the call center. 3. Group Tour Coordination & Visitor Services (20%)

Logistics Management :

Act as the primary coordinator for group tours.

Scheduling:

Manage the group tour calendar, ensuring that visits do not conflict with individual daily tours or major campus events.

Staffing :

Assign tour guides to gropus and ensure they are briefed on any specific needs or interests of the visiting organization.

Cross-Departmental Collaboration :

Work with Campus Dining, Parking, and Academic Departments to facilitate a seamless experience for large visiting groups. 4. Recruitment Presentations & Public Speaking (10%)

Lead Presentations :

Deliver the official University Admissions Presentation to large groups of prospective students and families.

Public Face :

Represent the university at on-campus events such as Open Houses, etc.

Communication :

Articulate the Appalachian State University value proposition, academic programs, and campus culture with enthusiasm and clarity. 5. Administrative & Other Duties (5%) Monitor office supply inventory for the call center. Assist with other admissions-related administrative tasks as assigned by leadership. Other duties as assigned. Type of Position Full Time Position Staff/Non-Faculty Staff/Non-Faculty VISA Sponsorship? VISA sponsorship is not available for this position. All candidates must be eligible to work and live in the U.S. Appointment Type 1.0 Work Schedule/Hours Monday - Friday (some nights and weekends) Number of Hours Per Week 40 Number of Months Per Year 12 Mandatory Staff No Suggested Salary Range $65,000 - $67,904 Physical Demands of Position Work Environment & Modality 100%

In-Person:

This position requires a consistent physical presence in the Office of Admissions in Boone, NC, to supervise student staff and interact with visitors.

Hours:

Standard 8:00 A.M. - 5:00 P.M., Monday through Friday.

Events:

Occasional weekend and semi-regular evening work is required for major recruitment events and major call campaigns that require evening hours. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Posting Details Information Posting Date 09/04/2026 Closing Date 09/20/2026 Open Until Filled No Evaluation of Applications Begins 09/07/2026 Proposed Date of Hire Special Instructions to Applicants Please attach required documents: Cover Letter Resume List a minimum of 3 professional references in the application or attach a List of References with Contact Information Search Chair Name Liz Alliss Search Chair Email allissea@appstate.

edu Quick Link https:

//appstate.peopleadmin.com/postings/56023 Posting Number 201501840P