Visitor Services Coordinator

Salary Grade

Case Western Reserve University is committed to providing a transparent estimate of the salary for this position at the time of its posting. The starting wage rate is $19.32 per hour, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

Job Description

POSITION OBJECTIVE

Sears think[box] at Case Western Reserve University is the largest free and open-access innovation center and makerspace in the United States. Spanning seven floors, think[box] supports idea exploration, prototyping, and creative and entrepreneurial work in a dynamic, public-facing environment.

Working under general direction and reporting to the Director of Business Operations, the Visitor Services Coordinator serves as the first point of contact and central liaison for all visitors to Sears think[box]. This position oversees daily Welcome Desk operations, administrative workflows, and visitor logistics in a high-traffic, public-facing environment. As such, the coordinator is responsible for greeting, registering, directing, and managing the needs of guests ranging from faculty, students, and community members to high-level corporate and strategic partners.

Additionally, the visitor services coordinator supports online purchasing, maintains related documentation, and handles sensitive and confidential information. The coordinator also exercises sound judgment and discretion while observing visitors¿ behavioral and usage patterns, surfacing insights and escalating questions or concerns with colleagues and campus resources such Public Safety, when situations require additional support.

ESSENTIAL FUNCTIONS

• Visitor services and front-of-house operations: manage day-to-day operations for the Welcome Desk, serving as the first point of contact for all visitors entering Sears think[box]. Greet guests (faculty, staff, students, members of the public, tour groups, strategic partners) and ensure everyone is appropriately signed in or, in the case of meetings or events, connected with their hosts. Register new public users and issue membership cards. Answer questions about the facility, providing information about hours and access policies, parking, and general resources. Act as a liaison to campus resources such as Public Safety and Case Western Reserve University Police Department as needed to escalate and resolve questions, complaints, or concerns. Initiate and follow up on routine correspondence. Answer incoming calls and emails as related to general visit inquiries, including monitoring the general thinkbox@case.edu email address as a front door to the facility. Coordinate with contract security to cover planned and unplanned absences, ensuring seamless Welcome Desk coverage. (65%)
• Purchasing and documentation support: facilitate online purchasing and maintain accurate documentation, including purchasing records and transaction logs. Oversee package receiving and processing, mail sorting, and deliveries. Manage D-Card logs and purchase records. Assist with monthly PCard and DCard account reconciliation, reviewing and verifying charges as required. Identify and report order fulfillment issues, delays, and supply chain problems to the Director of Business Operations to ensure inventory levels remain stable. (20%)
• Administrative support: provide general administrative support to think[box] staff and leadership, including a variety of clerical duties; assignments may be long term and require relying on own resources in task accomplishment. Plan meeting room reservations, submit work orders, and handle key requests. Confirm visit details with guests for upcoming meetings, communicate directions and parking information, update administrative and visitor calendars, and distribute courtesy parking tags. Coordinate staff meetings and assist with event logistics as capacity allows. Oversee Welcome Desk procedures. Assist with travel arrangements for staff members and prepare travel expense forms for reimbursement. (10%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned. (5%)

CONTACTS

Department: Continuous contact with think[box] staff and leadership to coordinate daily Welcome Desk operations, communicate visitor needs, support administrative requests, and escalate questions or concerns. Frequent contact with student employees (technicians, programming assistants, interns) supporting front-of-house operations.

University: Continuous contact with Case Western Reserve University students, staff, and faculty using think[box] to facilitate building check-in. Frequent contact with other university departments on an as-needed basis to answer questions and communicate policies. Regular contact with AUS to coordinate desk coverage, after-hours transitions, and closing procedures. Occasional contact with Public Safety and Facilities to ask questions and escalate concerns when situations require assistance or follow-up. Occasional contact with Procurement, Finance, and Parking Services to support purchasing, reconciliation, documentation, and parking arrangements.

External: Continuous contact with members of the general public to facilitate building access, manage new registrations, issue IDs, provide information, answer questions, resolve routine concerns, and ensure a positive overall visitor experience. Regular contact with corporate and strategic partners meeting with leadership at Sears think[box] and/or the Veale Institute for Entrepreneurship. Regular contact with contractors and vendors to facilitate building access, coordinate deliveries and package pickups, and support general questions. Occasional contact with travel agents to provide information.

Students: Continuous contact with undergraduate and graduate students to support access and check-in processes, answer questions, provide information, and assist with navigation of think[box] services and resources.

SUPERVISORY RESPONSIBILITIES

This position has no direct supervision of staff employees but may direct the work of students or temporary employees.

QUALIFICATIONS

Experience: 3 to 5 years of related office/administrative experience required.

Education: High school education required.

REQUIRED SKILLS

• Ability to maintain a strong customer focus in an active area.
• Must be detail-oriented.
• Excellent verbal and written communication skills.
• Ability to work with confidential information.
• Ability to prioritize work.
• Must be well organized.
• Adept at managing time with frequent interruptions.
• Must be professional in demeanor, dress, and communication.
• Experience in word processing spreadsheets (MS Word and Excel).
• Familiarity with or willingness to learn Airtable, Trello, and other software central to department operations.
• Willingness to learn and work with artificial intelligence (AI) tools and technologies.
• Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.
• Ability to interact with colleagues, supervisors, and customers face to face.

WORKING CONDITIONS

General office environment in a public-facing facility. The employee will be seated at a reception desk for the majority of the workday.

EEO Statement

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Reasonable Accommodations

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.

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