Virtual Services Manager MSSC

Details

Posted: 26-Jan-24

Location: Fairfax, VA, Virginia

Salary: Open

Categories:

Staff/Administrative

Internal Number: 10000626

Department: Division of Enrollment Management

Classification: Admin Office Specialist 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary:  Salary commensurate with education and experience

Criminal Background Check: Yes

About the Center:

The Mason Student Services Center (MSSC) is the first stop and central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records, and other student support services. The MSSC provides 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 MSSC Virtual Services Manager is tasked with the management of a high-volume virtual operation which provides services via phone and email. This position provides direction and guidance to a team of wage employees who provide essential information and answer questions for prospective and continuing students, their families, and the university community in all areas represented by MSSC including Financial Aid, Student Accounts, Admissions, and the Office of the University Registrar.

Responsibilities:

• Manages the day-to-day phone, email, and online chat operations of the employee's MSSC Virtual Services team with a strong emphasis on maintaining a high level of customer service;
• Serves as first point of escalation for complex or dissatisfied patrons referred by staff to include accepting transferred calls and coordinating with MSSC partner office managers to resolve complex issues;
• Independently recruits, hires, trains, and manages student and wage employees, including the maintenance of a complex staffing schedule, ensuring that peak volume periods are adequately staffed for coverage; and
• Maintains a solid understanding of the configuration and reporting features of the phone software/system. Troubleshoots phone and email issues as they occur, liaising with appropriate departments and staff members to resolve quickly and, if needed, to transition to a business continuity plan.

Required Qualifications:

• Associate's degree in related field;
• Demonstrated direct experience managing a customer service team (generally six months or more), preferably in an academic setting;
• Working knowledge of Microsoft Office programs with the ability to learn and utilize additional programs, including a CRM and phone software;
• Knowledge of training and staff development with the ability to motivate others;
• Ability to identify staff/team performance deficiencies and improve processes;
• Demonstrated organizational, communication, and problem-solving skills; and
• Vision of timely and superior customer service.

Preferred Qualifications:

• Bachelor's degree in related field;
• Direct experience managing a virtual customer service team in an academic setting (generally one or more years);
• Basic knowledge of the university admissions process as well as financial aid, student accounts, and registrar functions; and
• Skilled in de-escalation techniques with the ability to handle complex situations while maintaining a courteous, professional demeanor.

Instructions to Applicants: 

For full consideration, applicants must apply for the Virtual Services Manager MSSC at https://jobs.gmu.edu/ ; complete and submit the online application; and provide a cover letter, resume, and a list of three professional references with contact information.

Posting Open Date:  January 25, 2024

For Full Consideration, Apply by:  February 4, 2024

Open Until Filled?:  Yes

 

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About George Mason University
George Mason University is a public, comprehensive, research university established by the Commonwealth of Virginia located in Northern Virginia, outside of Washington, D.C. Mason was initially founded as a branch of the University of Virginia in 1949, and became an independent institution in 1972. George Mason University is an innovative and inclusive academic community committed to creating a more just, free, and prosperous world.
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