Virtual Services Customer Representative Job at George Mason University
Virtual Services Customer Representative
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.
George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates who will enrich Mason’s academic and culturally inclusive environment to apply.
About the Position:
The MSSC Virtual Services team is currently seeking motivated, enthusiastic individuals for multiple part-time non-student wage positions. Upon hire, staff will be assigned to one of four teams, each specializing in an MSSC Partner Office area (Admissions, Financial Aid, The Office of the University Registrar, Student Accounts). Positions require a minimum commitment of 12-15 hours per week, not to exceed 29 hours per week, including hours during semester breaks, summer months, and occasional special events. Current hours of employment 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 by telephone, email, and other virtual means;
- 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:
- 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.
For full consideration, applicants must apply for position number WG092z with the title Virtual Services Customer Representative at
https://jobs.gmu.edu/; complete the online application; attach a resume, and provide contact information for one professional reference.
For Full Consideration, Apply by: 09/16/2022
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