Virtual Services Customer Representative

Department: Division of Enrollment Management

Classification: GMU Worker

Job Category: Part-Time / Hourly Wage

Job Type: Part-Time

Work Schedule: 12 - 15 hours weekly

Location: Fairfax, VA

Workplace Type: Remote Eligible

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center-a centralized student services resource. The Division's activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Mason Student Services Center (MSSC) is the first stop and the central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records and other student support services. Members of the Mason Student Services Center team provide assistance to new and continuing students at all points of their academic career, in one convenient location, thus eliminating the need to visit multiple offices on campus.

About the Position:

The Virtual Services team within the Mason Student Services Center (MSSC) is a frontline customer service operation, providing centralized virtual support services for current and prospective Mason students. Through phone, email, and other virtual means, the Virtual Services team assists students by providing information and solutions for all Partner Offices served by the Mason Student Center including Admissions, Financial Aid, The Office of the University Registrar and Student Accounts.

The MSSC Virtual Services team is currently seeking motivated, enthusiastic individuals for multiple part-time positions. Positions require a minimum commitment of 12-15 hours per week, including hours during semester breaks, summer months, and occasional special events. Current hours of MSSC operations are Monday-Friday, 9:00am to 5:00pm, with a possible extension of those hours in the future.

Responsibilities:

• Assist and provide excellent service to customers primarily by telephone, shifting to other virtual services including email, as requested;
• Provide information, solutions, and resources in all areas served by the MSSC;
• Utilize a case management system (Salesforce) to troubleshoot, analyze, and track customer inquires;
• Refers unresolved customer inquiries to Team Lead or MSSC Partner Offices via predefined escalation and case routing rules;
• Remain current on assigned Partner Office policies and procedures; and
• Perform duties in a fast paced, high volume environment.

Required Qualifications:

• Virginia Residence;
• Demonstrate excellent customer service skills in all methods of communication;
• Demonstrate the ability to engage with customers in writing by providing clear, concise information and solutions;
• Demonstrate the ability to engage effectively with customers via telephone in a clear, positive, professional manner;
• Utilize a Knowledge base and other training materials to remain current on university policies and procedures;
• Maintain confidentiality with sensitive information;
• Sensitive to culture diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;
• Be able to maintain a calm manner in stressful situations; and
• Maintain a punctual and dependable work schedule.

Instructions to Applicants:

For full consideration, applicants must apply for Virtual Services Customer Representative at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume. Additionally, please provide a schedule of your availability for Mondays through Fridays (9am - 5pm) and indicate your current state of residence.

Posting Open Date: September 17, 2024

For Full Consideration, Apply by: October 1, 2024

Open Until Filled: Yes