Provides real-time support and front-line assistance to prospective students, current students, and visitors. Serving as a key point of first contact, this role ensures a welcoming and informative experience while supporting recruitment, advancement, and foundation initiatives. Assists in a positive and friendly manner via phone, email, walk-in, SMS and chat line, as well as documenting all inquiries of information requested. Delivers campus tours to prospective students and visitors, and assists student recruitment with events and data migration of prospective student inquiry information.
- Provide front-line support to visitors, students, and community members.
- Uphold a welcoming, organized, and student-centered environment in the Welcome Center.
- Greet guests entering the Thomas Welcome Center in a professional and positive manner. Escort guests as needed to other areas on campus.
- Properly open and close the Thomas Welcome Center according to established procedures. Ensure all exterior and interior doors are locked and secured prior to leaving the Center.
- Maintain schedule and reservation requests of the presentation room, conduct follow up communication and confirmation prior to the scheduled time.
- Provide accurate information and assistance to customer inquiries (callers, walk-ins, emails, SMS, chats) in a timely and professional manner.
- Answering DND and Out of Office calls for Instructional Affairs and the President’s Office.
- Input accurate data entry from prospective student inquiry cards and communicate with student recruitment staff regarding prospective student data entry responsibilities.
- Update prospective student database when new information is received for prospect records.
- Schedule and deliver personalized, one-on-one campus tours to prospective students and families.
- Assist with special college events (e.g., new student orientations (housing), open houses, Start Strong Station, Middle School Visits, enrollment related activities etc.).
- Assist student recruitment staff by conducting informational tours of the campus.
- Assist recruitment efforts by answering admissions questions and connecting prospects with appropriate staff.
- Update digital slides for Thomas Welcome Center digital monitor.
- Mail requested information packets to customers.
- Review area newspapers for articles mentioning Allegany College of Maryland and make copies for historical record.
- Track articles submitted to local newspapers by the ACM Communications Specialist.
- Review obituaries in local newspaper that references Allegany College of Maryland and make copies for Coordinator of Public Relations and Advancement Services to decease in colleague system.
- Approve, distribute, and maintain items posted on designated campus bulletin boards.
- Update website calendar of events using content management system.
- Complete desktop publishing scheduling forms and remit to Director of Design, Print, and Mail Services.
- Stay informed of campus events, changes in personnel identified as contacts to which customers should be referred, academic program and student services updates, and other important information shared from supervisor, coordinator, or unit director.
- Prepare Presentation room for any meeting and events being held in the welcome center (Moving furniture, Preparing for catering, Cleaning, etc.)
- E.g., Foundation meetings, Recruitment meeting, Board of Trustee meetings, Community meetings, Tour groups, Campus department meetings, Professional Development meetings, receptions, and more.
- Monitor Thomas Welcome Center technology for issues and accurate information.
- Assist various departments with bulk mailings.
- Complete necessary Physical Plant and IT Helpdesk requests as needed to maintain the technology and cleanliness of the Thomas Welcome Center.
- Maintain communication with Learning Commons staff of special events held within the Thomas Welcome Center that may increase traffic through the Learning Commons.
- Support Advancement and the Foundation with events, donor visits, and outreach needs.
- Complete all other assignments directed by the Thomas Welcome Center Supervisor, and Director of Public Relations and Marketing.
High school diploma or GED required; associates degree preferred; excellent typing, computer, communication and customer service skills.
- Overall knowledge of the college, its programs, and its services, to further promote ACM.
- Experience in a reception-based environment.
- Typing and data entry skills with experience using databases and spreadsheets.
- Excellent interpersonal skills required.
- Ability to maintain information confidentially.
- Must be positive and outgoing; articulate and comfortable speaking to large, diverse groups.
