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Associate Director of Admissions Events, Tours & Customer Service (4103)

Position Summary

The Associate Director of Admissions Events, Tours & Customer Service designs, implements, executes, and evaluates campus visits programs and special projects contributing to a positive campus visit experience using customer service protocols, university policies, and procedures and requirements of multiple academic programs. This position serves as a primary advisor to the Director of Admissions in matters and strategies regarding recruitment and yield events and recruitment events involving other NIU departments and external constituents.

Essential Duties and Responsibilities

Strategy and Vision
  • Lead, develop, and provide protocols, training, and support to the Office of Undergraduate Admissions staff as it relates to customer service, correspondence, and interpersonal communications.
  • Work collaboratively with the Recruitment & Outreach staff to continually develop and maintain recruitment presentations.
  • Develop and provide protocols and training for guest services and engagement, outreach activities, and off-campus events.
  • Collect and analyze data; create and distribute reports for campus visit trends while making suggestions for an improved campus visit and event experience.
  • Monitor competitive best practices related to campus visit programs.
  • Monitor the budget associated with recruitment and yield activities, and appropriately manage related resources, supplies, and inventory.
  • Advise the Director of Admission on the strategic vision of prospective student recruitment and admitted student yield activities, executed through or in conjunction with the Office of Undergraduate Admissions and other campus partners.
  • Supervise student ambassadors and graduate assistants, making recommendations to hire, fire, discipline, and providing training and managerial support.
  • Create, monitor, and improve the office visitor experience and space utilization in the Office of Undergraduate Admission
  • Coordinate reception desk staff coverage for business hours
  • Supervise office support staff, making recommendations to hire, fire, discipline, and provide training and managerial support.
  • Limited travel locally and nationally to represent NIU at recruitment and student yield events.
Call Center Management
  • Lead the strategic vision and manage the daily operations of the Call Center. Understand and work within the various cycles of the recruitment calendar.
  • Select, train, and supervise student telecounselors for the outbound Call Center.
  • Create objectives, scripts and evaluations for various calling initiatives, test scripts as needed.
  • Provide reports following calling efforts to inform staff of rates of response and analytics in response to a calling effort. Coordinate production of a joint monthly report for the Division of Enrollment Management, Marketing and Communications.
  • Provide support and assistance to the staff at the inbound Call Center to ensure that questions are handled in a timely manner; engage inbound Call Center staff in outbound initiatives as appropriate and necessary.
  • Utilize the customer relationship management system and other solutions to appropriately target and track outreach efforts.
  • Liaise with supervisors, admissions counselors, and external offices to gather information and create calling campaigns.
  • Advise and make recommendations to the Director of Admissions on the overall direction, individual projects, trends, reporting, etc. for the Call Center.
  • Assist with development and monitor Call Center budget.
  • Responsible for e-mail correspondence, telephone contact, customer service functions, outreach related activities, and follow-up regarding overall programs, management, and operations.
  • Supervise Call Center staff including student workers and professional staff and provide
Campus Visits Experience
  • Lead and oversee the organization, execution, evaluation, and the improvement of on- campus recruitment events including open houses, school counselor events, admitted student days, etc.
  • Lead and oversee the organization, execution, evaluation, and the improvement of on- daily campus visits and group visits.
  • Collaborate with key departments to develop and monitor protocols, resolve conflicts, and create efficiencies (e.g. Transportation, Housing, Academic Colleges, Facilities Management, Outreach, Convocation Center, Holmes Student Center, etc.) as it relates to the campus visit experience.
  • Serve as the liaison with Division of Outreach, Engagement, and Regional Development and coordinate logistics with local/community events.
  • Serve as primary contact with staff at the Convocation Center, Barsema Alumni & Visitors.
  • Supervise, recruit, train, schedule, and evaluate student tour guides- Northern Ambassadors.
Marketing and Communications
  • Utilize customer relations management system to collect and extract critical information, execute event communications, monitor and produce accurate data and reports, and identify and resolve issues.
  • Work with the Marketing and Creative Services department to develop recruitment communications that affect campus visits, and support on-campus and off-campus recruitment and yield events.
  • Collaborate with the Marketing and Creative Services department to monitor and utilize admissions-related social media accounts including Facebook, Twitter, and Instagram.
Minimum Required Qualifications (Civil Service)


Knowledge, Skills, and Abilities (KSAs) (Civil Service)


Specialty Factors (Civil Service)


Preferred Qualifications (Civil Service)


Minimum Required Qualifications (SPS)

  1. Bachelor’s degree
  2. Five years of professional work experience in college/university admissions or related field OR at least three years working directly in events, tours, customer service or event planning at an institution of higher education

Additional Requirements (SPS)


Preferred Qualifications (SPS)

  1. Master’s degree preferred.
  2. Strong presentation, verbal and written communication, management and leadership skills. Power Point Presentation development and creation experience is a plus.
  3. Excellent HR, space and resource management and supervisory skills.
  4. Knowledge of university policies and procedures, FERPA regulations, application evaluation and admission review.
  5. Multilingual skills (proficiency in Spanish preferred).

Physical demands/requirements

Will be required to lift and transport 25/50 lbs boxes.
Valid driver’s license.

Appointment and Compensation Details

Appointment and Compensation Details

Anticipated Appointment Start Date


Anticipated Appointment End Date

Percent of Staff Year


Standard Hours Per Week


Working Hours

8:00am - 4:30pm Evenings & Weekends as required



Hourly or Semi-monthly Pay Rate/Range

$2,708.00 per pay period

Earn Type


Application Procedure

Application Procedure

Application Procedure

For full consideration, prospective applicants will need to visit
to create an application profile and submit the following application materials by March 11, 2024:

Required Documents
  • Resume/Curriculum Vitae
  • Cover Letter
  • List of three professional references (at least one from an individual you have supervised is preferred).
Applications received after March 11, 2024 are welcomed but will be considered as needed.

Special Instructions

Quick Link to Applicant

Is Background Check Required?


EEO Statement Summary

In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.

The following person has been designated to handle inquiries regarding the non-discrimination policies:

Ethics and Compliance Officer, Title IX Coordinator
Health Services 230

Visa Policy

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

ADA Accommodation

NIU remains committed to ensuring that its recruitment and application procedures include full opportunities for applicants with disabilities. Employment opportunities will not be denied to anyone because of the need to make accommodations for a person’s disability during either the application or interview process. An applicant who believes they require an accommodation to participate in the employment process due to a disability may request that accommodation through the Accommodation Request Form . For further assistance, please contact the office of Affirmative Action and Equal Opportunity ( AAEO ) at .

Safety Information

NIU provides annual reports on campus security and fire safety.

Read the Annual Safety and Security Report. Contact the Ethics and Compliance Office at 815-753-1649 for a hard copy.

Read the Fire Safety Report . Contact the Department of Environmental Health and Safety at 815-753-0404 for a hard copy.
Applicant Documents
Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
  3. List of References
Optional Documents
  1. Military Discharge Documents ONLY (DD214/DD215/NGB22/DD256)
  2. Transcripts (unofficial with official required at hire)
  3. Other

Supplemental Questions

Required fields are indicated with an asterisk (*).

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