Visitor Services Coordinator

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

1. 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%)
2. 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%)
3. Administrative support: p rovide general administrative support to think[box] staff and leadership, including a variety of clerical duties; a ssignments 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%)

1. Ability to maintain a strong customer focus in an active area.
2. Must be detail-oriented.
3. Excellent verbal and written communication skills.
4. Ability to work with confidential information.
5. Ability to prioritize work.
6. Must be well organized.
7. Adept at managing time with frequent interruptions.
8. Must be professional in demeanor, dress, and communication.
9. Experience in word processing spreadsheets (MS Word and Excel).
10. Familiarity with or willingness to learn Airtable, Trello, and other software central to department operations.
11. Willingness to learn and work with artificial intelligence (AI) tools and technologies.
12. 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.
13. Ability to meet consistent attendance.
14. Ability to interact with colleagues, supervisors, and customers face to face.