Associate Director of Student Outreach Services

🇺🇸 Boone, North Carolina 🕑 Full-Time 💰 $65K - $68K 💻 Enrollment 🗓️ September 9th, 2026

CRM

Edtech.com's Summary

Appalachian State University is hiring an Associate Director of Student Outreach Services to lead the admissions call center's student staff and coordinate campus group tours.

Highlights

Recruits, trains, and manages performance for student call center staff
Supervises daily call center operations and tracks interactions through the Slate CRM
Coordinates group tour logistics and scheduling across campus departments
Delivers admissions presentations to prospective students and families

Associate Director of Student Outreach Services Full Description

Core Responsibilities

1. Student Employee Management & Leadership (40%)
Lead end-to-end recruitment, hiring, and training for student call center staff, including phone etiquette, university facts, admissions policies, and customer service. Provide ongoing coaching, performance evaluations, scheduling, and payroll approval for student staff.

2. Call Center Operations & Quality Control (25%)
Provide daily supervision of the call center floor as first point of escalation. Oversee inbound/outbound call strategy and use Slate CRM to track interactions and pull data reports.

3. Group Tour Coordination & Visitor Services (20%)
Serve as primary coordinator for group tours, manage the tour calendar, assign and brief tour guides, and collaborate cross-departmentally to ensure a seamless visitor experience.

4. Recruitment Presentations & Public Speaking (10%)
Deliver the official University Admissions Presentation to prospective students and families and represent the university at Open Houses and other events.

5. Administrative & Other Duties (5%)
Monitor call center office supply inventory and assist with other admissions-related administrative tasks.

Minimum Qualifications: Bachelor's degree from an accredited institution; at least 2 years of experience in a high-volume customer service environment.