The Mason Student Services Center at George Mason University invites applications for the position of Associate Director of Virtual Services. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment.
About the Department:
The Mason Student Services Center 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. The Mason Student Services Center provides in-person and virtual assistance to new and continuing students at all points of their academic career, with a focus on eliminating the need to visit multiple offices on campus.
About the Position:
Reporting to the Mason Student Services Center Director, the Associate Director of Virtual Services is responsible for oversight of the day-to-day operation of the MSSC Virtual Services Operation, which includes a centralized call center, which manages inbound calls, e-mails, and virtual chat and support for the MSSC and associated partner offices. The Associate Director ensures that a team of both full and part-time staff maintain the delivery of high-quality service to customers. The Associate Director monitors service volume, identifies trends, and takes proactive measures to shift staff resources and provide stronger support during peak times of the year, including the maintenance of a complex staffing schedule and analyzing data in Salesforce. The Associate Director ensures that staff are following documented policies and procedures, and is the first point of contact for partner office management should changes in policy, procedures, or other timely information need to be disseminated to Mason Student Services Center staff. This position is ideal for individuals who thrive in a fun, fast paced, customer-oriented environment. The Associate Director is a full-time, Classified position.
Manages the daily operations of the Mason Student Services Center Virtual Services team;
Manages and provides direction to a team of Call Center Coordinators;
Plans and implements call center strategies and operations;
Responsible for multi-level configuration, planning and executing test plans and troubleshooting of the MSSC cloud-based call center software;
Maintains and improves call center operations by monitoring system performance, identifies and resolves problems, prepares and completes action plans;
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends;
Responsible for the creation and maintenance of Service Level Agreements;
Works to create a sense of community and collaborative culture by engaging in frequent, open communication with MSSC Partner Office Management;
In conjunction with the MSSC Director, creates and updates training materials;
Disseminates timely updates and critical information to staff; ensures that staff are providing consistent, accurate information to customers and the university community;
Works to create and maintain an atmosphere of exemplary customer service;
Maintains professional and technical knowledge by tracking emerging trends in call center operations management;
Serves as a high-level escalation point for dissatisfied visitors and complaints;
Maintains a professional and civil demeanor in tense or escalated situations;
Represents the university in a positive, professional manner;
Other duties as assigned.
Bachelor's degree or combination of education and experience;
Significant supervisory experience;
Experience managing a customer service operation;
Experience using data analytics to monitor and analyze staff performance and identify trends and patterns;
Demonstrated experience in telephony including the installation and/or management of a phone system;
Excellent oral and written communication skills;
Experience using a sophisticated phone system as an agent or higher level;
Strong research and troubleshooting skills;
Sensitive to culture diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;
Must be able to meet expectations independently, in a fast-paced, customer-oriented environment;
Experience working with and collaborating with university stakeholders;
A proven desire to consistently provide quality customer service.
Significant supervisory experience demonstrated by a minimum of 5 years;
Experience working with a one-stop student services model;
Experience working in a front-facing student services or university setting;
Knowledge of general university policies and procedures;
Experience developing training materials, modules or contributing to a Knowledgebase;
Experience with Ellucian's Banner and Salesforce;
Case management experience using a CRM, preferably Salesforce.
Salary: Salary commensurate with education and experience.
Location: Fairfax, VA
Mason Ad Statement:
Great Careers Begin at Mason!
George Mason University is an innovative, entrepreneurial institution with national distinction in both academics and research. Mason holds a top U.S. News and World Report “Up and Coming” spot for national universities and is recognized for its global appeal and excellence in higher education.
Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason’s diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create.
If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at jobs.gmu.edu/!
George Mason University, Where Innovation is Tradition.
Special Instructions to Applicants:
For full consideration, applicants must apply for position number 03056z at https://jobs.gmu.edu/; complete and submit the online application; and upload a cover letter, resume, and a list of three professional references with contact information.
George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.
Internal Number: 49576
About George Mason University
George Mason University is Virginia's largest public university located in the suburbs of Washington, D.C. With strong undergraduate and graduate degree programs in engineering, information technology, public policy, economics, visual and performing arts, life sciences and biotechnology, Mason prepares its alumni to succeed in the workforce and meet the needs of the region and the world.