Department: Division of Enrollment Management

Classification: Education Support Spec 2

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 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 central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records, and other student support services. Members of the MSSC 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 Assistant Director, MSSC helps ensure that a team of cross trained staff maintain the delivery of high-quality, in-person and email service to visitors. This is a hands-on position, requiring the Assistant Director to work side-by-side with the MSSC team of Generalists, serving as the first point of contact for questions and complex inquiries. The Assistant Director alerts the Associate Director to patterns and trends as well as gaps in service or escalations. The Assistant Director monitors performance to ensure that MSSC staff are following documented policies and procedures. This position supervises three or more wage employees and is responsible for oversight of the MSSC Mason Square location, requiring periodic visits to Arlington. This position is ideal for individuals who thrive in a fun, fast paced, customer-oriented environment.

Responsibilities:

Counseling and Advising:

• Counsels, advises, investigates, problem-solves, and resolves questions and issues from current and previous students, parents, faculty, staff, collegiate units, and other third parties;
• Provides start-to-finish student service in both simple and complex issues involving minimal supervisory guidance in all areas served by the MSSC;
• Offers proactive and on-the-spot, independent diagnostic support and problem resolution in a broad range of areas and issues;
• Exhibits excellent customer service while providing visitors with clear, accurate information, solutions and resources, adhering to federal and state laws, FERPA, and university policies and procedures;
• Follows proper escalation and referral processes to home office specialists; and
• Reviews and responds to cases via Salesforce and other future communication portals.

Supervision and Leadership:

• Serves as the first point of contact for Generalists with complicated in-person cases that need a higher level of expertise or unhappy visitors requesting higher level assistance;
• Monitors in-person and virtual volume, as well as a case aging report and assigns/reallocates staff as needed;
• Supervises three or more wage employees reporting to the Mason Square campus;
• Periodically visits the Mason Square campus to meet with part-time staff and assess needs (once a month);
• Recognizes patterns in student inquiries and reports to supervisor;
• Assists with the implementation of office goals and initiatives;
• Assists with training of wage employees, as well as new full-time Generalists;
• Identifies training needs and gaps for MSSC staff and reports to supervisor;
• Redistributes submitted cases to appropriate queues; and
• Leads special project efforts as assigned by supervisor.

Training and Knowledge:

• Frequently monitors email and other electronic tools and resources to stay current on policy and procedure changes affecting students and the university community;
• Works to remain a general knowledge expert across all areas that MSSC represents by attending periodic trainings with home office specialists and supervisor as assigned;
• Assists with major recruitment events throughout the year;
• Troubleshoots issues that arise with MSSC tech items and keeps reference documents stocked behind the MSSC desk;
• Makes customer service policy recommendations that align with the strategic direction of the office to provide better service to our visitors; and
• Performs other related duties as assigned.

Required Qualifications:

• Bachelor?s degree in related field, or equivalent combination of education and experience;
• Considerable experience working with students/customers in a diverse environment;
• Considerable experience working in a fast-paced, customer-oriented environment;
• Considerable experience using computer systems;
• Some experience supervising the work of others;
• Skill in effective oral and written communication;
• Skill in providing consistent, quality customer service;
• Ability to prioritize and balance multiple tasks; and
• Ability to quickly learn and navigate various technology including Outlook calendar, MS Teams, Banner, Salesforce, and a knowledgebase.

Preferred Qualifications:

• Master?s degree in related field;
• Considerable supervisory experience;
• Prior experience working in a higher education or university setting;
• Prior experience communicating university policies and procedures;
• Some experience with employee training and professional development;
• Knowledge of de-escalation techniques;
• Knowledge of general university policies and procedures; and
• Bilingual.

Instructions to Applicants: 

For full consideration, applicants must apply for the Assistant Director, MSSC 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.

Posting Open Date:  January 23, 2025

For Full Consideration, Apply by:  February 6, 2025

Open Until Filled:  Yes

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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