Position Overview
The Visitor Services Senior Specialist plays an integral role to the success of the Enrollment Management division, both operationally and organizationally. The Visitor Services Senior Specialist manages the front lines of the Arcidi Center, as well as the backend operational components. The Welcome Center is located in the Alfred Arcidi building which is a 16,000 square foot space that encounters Admission visitors both Undergraduate and Graduate, along with current students, staff and faculty. For many, this building is their first experience on the campus, and we strive to provide all campus visitors with an excellent first impression.
The Visitor Services Senior Specialist is the public face and voice of the college, responsible for the organization and scheduling of all campus visits, ensuring each visitor has an exceptional and personalized experience. The Visitor Services Senior Specialist will provide thorough support and care through a variety of service channels including scheduled visits and tours, walk-in, phone, email, and chat. This position supports cooperative cross-functional, cross campus communications, and dialogue by maintaining close working relationships with all campus offices.
Primary Responsibilities:
- Provide exceptional customer service as the first point of contact for all prospective students, families, and campus partners.
- Answer incoming telephone calls and provide overall assistance with scheduling a campus info session and tour, guidance on the application process and deadlines, and processing in person enrollment deposits.
- Provide overall assistance through a variety of service channels including in person visitors, phone, email, and chat.
- Schedule prospective and admitted students for in-person or virtual offerings, along with providing information on new student application procedures with regard to admissions, financial aid, housing, student life, athletics, and special programs.
- Present on average 2-3 weekly admission information sessions to prospective students and families.
- Ensure the Welcome Center is physically prepared every day to welcome visitors and the Merrimack Community, to ensure that the space is clean, organized, and well-stocked with snacks, water, coffee, and visit materials.
- Respond and handle all incoming email inquiries to the admission and visitor services email boxes.
- Responsible for coordinating logistics for signature events with outside event vendors, to include but not limited to, quotes, invoicing, and hotel booking agreement.
- Schedule and manage all work order facility requests for the Arcidi Center to ensure that all systems are operational, and the facility is welcoming to all guests. Work with campus partners to ensure all issues are resolved promptly and with timely resolution.
- Responsible for creating, updating, and implementing the Welcome Center policies and procedures to ensure operations enhance the overall visitor experience. Assist with training staff on best practices for delivering exceptional visitor experience.
- Monitor, track, and update the operational budget for the Welcome Center.
- Cross-cultural competence and ability to communicate effectively with students and families from diverse backgrounds.
- Manage the schedule for all Welcome Center meetings, and the booking of conference and meeting rooms, ensuring that executive meeting needs are always met.
- Planning and participating in all signature admission events, including both on campus and virtual events. This would include Open Houses, Academic Preview Days, Admitted Student Days, yield receptions, and other various admission events.
- Collaboration with members of the Welcome Center team to continually identify areas to enhance a high-quality visit experience. Actively participate in the development and implementation stages of new enhancements.
Qualifications:
- Bachelor’s degree preferred.
- 1-3 years of professional experience working in higher education, admission, or enrollment preferred.
- Self-starter with a positive attitude, proactive mindset, and strong work ethic.
- Excellent customer service skills, required in the areas of public speaking and presentation along with strong written and verbal communication skills.
- Strong time management skills, the ability to multitask and prioritize work and adhere to a strong sense of professionalism to all guests and staff members.
- Computer literacy skills, organization skills, resourcefulness, decision-making skills and adaptivity.
- A strong knowledge of office management responsibilities, systems and procedures, proficient in MS Office and Google Suite.
- Willingness to work nights and weekends at various times throughout the year.
Application Materials Should Include:
- Cover letter stating motivation and interest in the position, citing experience relevant to the qualifications and including experience with, and commitment to, our Catholic Augustinian mission, our values, and our desire to be a more diverse, equitable and inclusive institution of higher learning.
- Resume
This position is subject to the successful completion of a criminal background check.
Vaccinations and Work Location
This is an on-campus position as employees are essential in order to provide a fully on-campus, residential college experience for our students and the community.
The COVID-19 vaccine and booster for which an individual may be eligible are highly recommended for students, faculty and staff. Merrimack College does not require proof of COVID vaccination for enrollment, employment or to be a guest on our campus.
Statement on Our Mission
Merrimack College is a Catholic Augustinian institution of higher education committed to building a culturally and racially diverse community. Our mission is to enlighten minds, engage hearts and empower lives and is inspired by our Catholic faith and the Augustinian tradition of seeking truth through inquiry and dialogue.
Merrimack College seeks candidates who understand, respect and can contribute to Merrimack’s Catholic and Augustinian mission and values and advance our work in the area of diversity, equity and inclusion. We strongly encourage applications from members of underrepresented groups. All candidates should describe in their application previous experience related to equity, diversity, and inclusion, as well as how they will engage in fostering a culture that supports our Catholic and Augustinian mission and our values of diversity, equity and inclusion.
About Merrimack College
The only Catholic, Augustinian institution of higher education in New England, Merrimack College is a private, independent, coeducational institution with more than 4,000 undergraduate and 1,700 graduate students from 43 states and 42 countries. The College features more than 160 career-focused undergraduate, professional and graduate programs, all taught by exceptional faculty who are passionate about their subject and student success. The College has five schools: arts and sciences, engineering and computational sciences, nursing and health sciences, education and social policy and the Girard school of business. The College’s suburban 220-acre campus is just north of Boston in North Andover, Massachusetts. Merrimack is a Master’s Colleges and Universities/Larger Programs (M1) institution in the Carnegie Classification of Institutions of Higher Education. Merrimack is one of the fastest growing educational institutions in the country and has steadily climbed up in the U.S. News & World Report’s ranking of Best Colleges, ranking 37th in the Regional Universities North category in 2025. Merrimack is a NCAA Division I athletic institution.
Merrimack College is an Equal Opportunity Employer.
