Teachers College, Columbia University is the first and largest graduate school of education in the United States and is also perennially ranked among the nation’s best. The College is committed to a vision of education writ large, offering more than 100 programs in the areas of health, education, leadership, and psychology.
Teachers College seeks an energetic, collaborative, and skilled individual to join our team as a Welcome Center Coordinator. The person in this position will oversee the operations of the Welcome Center, monitoring the front desk, providing general admission counseling in person and via phone/email, supervising work flow for student reception staff, and helping to develop strategy for effective campus visits. This position is the visitor’s first point of contact in the office, supporting the College’s enrollment goals by setting the tone of the student’s experience in our high-volume, fast-paced Welcome Center. The Welcome Center Coordinator will report to the Senior Associate Director of Admission and will work closely with the Director of Admission & New Student Enrollment in assuring that best practices and the highest level of quality service are being provided at the front desk.
The Welcome Center Coordinator will be responsible for:
Working with the Campus Visit team to create a memorable, authentic, and engaging campus visit experience that showcases the value of a TC education, represents the brand, and makes guests feel valued
Assuming a highly visible professional role that sets the tone for outstanding customer service and hospitality for prospective students, their families, special groups, and on-campus special events participants
Overseeing the daily management, functions, technology/media needs, and atmosphere of the Welcome Center and reception areas, evaluating current space needs, reserving appropriate space for campus visits, and directing and setting priorities for campus visits as well as post-visit survey communication and analysis
In collaboration with student reception staff, opening and staffing the Welcome Center during normal business hours, greeting visitors, managing the visitor sign-in process, answering their inquiries, and directing them to appropriate offices and departments as applicable
Providing timely responses to all phone and email inquiries to the Office of Admission from students, faculty, and staff, directing inquiries to the appropriate staff member or department when necessary
Providing courteous and accurate basic counseling about academic programs and application requirements in the context of a high-volume, fast-paced environment
Assuring that the Welcome Center is adequately stocked with inventory of supplies, forms, and recruitment materials at all times
In collaboration with the Assistant Director of Admission, providing secondary oversight to the Student Ambassadors, coordinating work flow for students at reception desk
Coordinating Welcome Center activities for event programs, and otherwise providing support for the planning and execution of on-campus recruitment efforts and events
Engaging with all guests of the Office of Admission and Teachers College in a courteous, respectful and gracious manner, per customer service guidelines
Utilizing CRM system (Slate) to track and enter data for prospective students and guests, and making updates to applicant records as needed
Developing and maintaining Welcome Center Information Manual
Training students/staff on front desk procedures
Handling difficult situations and/or individuals in a professional, diplomatic and tactful manner
Other related tasks as assigned
Minimum one to three (1-3) years of recent experience in a front-facing customer service oriented position. Bachelor’s degree or equivalent years of experience.
Experience providing positive, effective customer service in a high-volume office or student services setting
Superior communication skills, both verbal and written
Excellent attention to detail and ability to anticipate office needs
Strong interpersonal skills that enable good collaboration with other offices
Demonstrated ability to solve problems independently and proactively
Patience and flexibility
Excellent organizational skills
Ability to multitask, balancing multiple work priorities
Demonstrated ability to learn new software
Strong analytical skills; ability to apply independent judgment, discretion, and initiative to address problems and develop practical, thorough, and creative solutions
Ability to work well independently and in a team environment
Ability to maintain confidentiality and appropriately handle sensitive communications
Ability to create a positive spirit within an office environment
Willingness to work some evening and occasional weekend hours
Commitment to working with diverse populations in an inclusive workplace; and
Ability to demonstrate self-direction, motivation and a sense of urgency to achieve goals.
Experience in student services, counseling, or advisement preferred.
**Applications submitted without a resume or cover letter will not be reviewed.**
Internal Number: 505093
About Teachers College, Columbia University
Teachers College, Columbia University, is the oldest and largest graduate school of education in the United States, and also perennially ranked among the nation's best. Its name notwithstanding, the College is committed to a vision of education writ large, encompassing our four core areas of expertise: health, education, leadership and psychology.