Assistant Director Outreach, Events and Customer Service

Posting Details

To create a Posting, first complete the information on this screen, then click the “Next” button or select the page in the left hand navigation menu. Proceed through all sections completing all necessary information. To submit the Posting to Human Resources, you must go to the “Posting Summary Page” by clicking on the “Next” button until you reach the Posting Summary Page or select Posting Summary Page from the left navigation menu. Once a summary page appears, hover your mouse over the orange Action button for a list of possible approval step options.

Working Title Assistant Director Outreach, Events and Customer Service Department Admissions Compensation Title Position Number 30016776 Position Status Regular Work Schedule
M-F 8:15-4:30
Some weekends and evenings required. Hours per Week 37.5 Months per Year 12 Commitment to Inclusive Excellence

Northern Kentucky University is an Equal Opportunity/Equal Access/Affirmative Action institution. We embrace inclusiveness, equity, and global awareness in all dimensions of our work and seek excellence through diversity among our students, administrators, faculty, and staff. Application by members of diverse groups is encouraged.

Purpose of Position
Lead the recruitment, yield events and customer service initiatives for the Office of Admissions with direction from the Associate Director of Outreach, Orientation and Family Programs to support new student recruitment.

Lead the outreach and recruitment initiatives geared to new transfer and adult learners

Plan and facilitate orientation and onboarding programming for transfer, veterans and adult learners

Utilize NKU’s CRM to create and implement a comprehensive communication plan

Supervise Coordinators, Specialist and student assistants

Oversee and manage all customer service to include incoming phone calls general email accounts

Serve as the liaison with Adult Learner Programs and Services and Veterans Resource Station

Serve as the liaison with community college partners

Assigned a recruitment territory of 20-30 high schools and 2-3 weeks of travel, presents at on campus and off campus recruitment events and is responsible for yield efforts for applicants assigned to the recruitment territory.

Assist with reducing barriers and simplify processes so diverse learners can successfully apply, be admitted, and enrolled for NKU educational opportunities.

Develops on campus and off campus partnerships with key external agencies so support recruitment efforts.

Develops training materials to ensure quality control is in place and trains all new staff and members and NKU volunteers on outreach and community efforts.

Evaluate visit program success through frequent assessment; collaborate with the Coordinator of the Welcome Center and Coordinator of Special Events and Customer Service to provide reports to director highlighting successes and recommendations for improvements.

Participate in setting goals and objectives to ensure the effective delivery of communication plans to recruit and yield undergraduate students (email, direct mail, social media and telecounsling follow up).

Analyzes recruitment data and formulates trends to create data reports for the Director of Admissions, AVP for Enrollment and Financial Assistance and VP for Enrollment and Degree Management.

Counsel students and parents about postsecondary educational options and recruit them to NKU ; conduct individual and group information sessions and provide occasional tours of campus; represent NKU at high school and college day/night programs; assist with general recruitment and admissions office duties. Evaluate freshmen applicants and make admissions decisions.

Assist in designing a welcoming and desirable NKU experience to create a sense of belonging for all students.

Assist in strengthening engagement among alumni, business, and other external organization with NKU students, faculty and staff.

Position is responsible for meeting applications, admit and enrollment goals. Primary Responsibilities
1) Serves on the Admissions Management Team and supervises staff members
2) Directs all on campus and off campus recruitment and yield events and evaluates through frequent assessment
3) Assist with the implementation of new student orientation programs and leads the transfer and adult programs
4) Oversees all customer service initiatives and evaluates through frequent assessment
5) Directs the recruitment of students from an assigned geographic region and keeps open communication with guidance counselors in assigned territory
6) Coordinates all efforts for NKU Campus Partners to support transfer recruitment and yield activities.
7) Develops and implements training modules and materials for admission staff members and key offices that serve students
8) Counsels students and parents about postsecondary options and recruit them to NKU, assist with customer service for prospective students, delivers recruitment presentations and respond to the Office of Admissions email accounts
9) Evaluates freshmen applicants and make admission decisions
10) Executes annual outreach reports and adhoc reporting as requested from the Director of Admissions, AVP for Enrollment and Financial Assistance and VP for Enrollment Management. Qualifications
Bachelor’s Degree and minimum two years of related experience required.

Experience utilizing an Information System and/or CRM System, in a higher education system is preferred. Development of analytic reporting using Excel and Access. Excellent communication and management/supervision skills, administrative system implementation experience, strong analytical and organizational skills. Superior customer service experience. Extremely detail orientated, diplomatic with an ability to exercise discretion and maintain privacy, critical thinking skills, ability to multi-task, meet deadlines, prepare and deliver professional presentations. Must have ability to make accurate and deliberate decisions in an often high volume work environment.

Candidate must have the ability to work select evenings and weekends, travel to events, have a valid driver’s license and access to reliable transportation. Minimum Education Bachelor's Degree Preferred Education Master's Degree Minimum Experience 2 years Salary Min $42,549.00/ Annually Pay Grade S70
Requisition Number 2021S1452 Job Open Date 09/20/2021 Job Close Date Open Until Filled Yes Quick Link https://jobs.nku.edu/postings/10816 Is this an internal only posting? Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * How did you hear about this employment opportunity?
   • NKU Jobs Site
   • HigherEdJobs.com
   • Careerbuilder.com
   • Inside Higher Ed
   • Employee Referral
   • Indeed.com
   • Other
2. * Describe your experience with web development and social media marketing.
   
   (Open Ended Question)
   
   
3. * Describe your involvement in publication development efforts.
   
   (Open Ended Question)
   
   
4. * Explain your experience working with high school students. Can include volunteer opportunities.
   
   (Open Ended Question)
   
   
5. * Describe your experience with event management.
   
   (Open Ended Question)
   
   
6. * Describe your supervisory experience
   
   (Open Ended Question)
   
   
7. * Explain your experience with CRM tools
   
   (Open Ended Question)
   
   
8. * Please discuss any experiences you have had working with a diverse community.
   
   (Open Ended Question)
   
   
9. * Do you have full professional proficiency in Spanish?
   • Yes
   • No
10. * What is your highest level of education?
    • Bachelor's degree
    • Master's degree or higher

Documents Needed to Apply
Required Documents

1. Resume
2. Cover Letter/Letter of Application

Optional Documents

1. References