Mason Student Services Center, Triage Assistant

Department: Division of Enrollment Management

Classification: GMU Worker

Job Category: Part-Time / Hourly Wage

Job Type: Part-Time

Work Schedule: 25-29 hours per week

Location: Fairfax, VA

Workplace Type: On Site Required

Salary: $20-$22 per hour, commensurate with education and experience

Criminal Background Check: Yes

About the Department:

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.

About the Position:

The Mason Student Services Center (MSSC) is seeking a part-time Triage Assistant based at the Fairfax, VA campus. Triage Assistants provide essential information, aid in navigation of online resources, and answer questions for perspective and continuing students, their families, and the university community in one or more of the areas served by the MSSC including Admissions, Financial Aid, Student Accounts, and the Office of the University Registrar. The primary function of this position is to operate in the spirit of advocacy on behalf of the student. The primary goal of the Triage Assistant is to remove barriers to student success by helping the student manage business-related University processes. The Triage Assistant must effectively address student concerns and requests, while proactively anticipating additional issues. A successful Triage Assistant is a motivated individual who loves research, problem solving, and most importantly, helping students and their families reach their educational goals.

This a part-time, non-student wage position primarily based at the Fairfax, VA campus. Periodic remote work may be available. Working hours are 25-29 per week, with a pay rate of $20-$22 per hour (commensurate with education and experience).

Responsibilities:

• Assist and provide excellent customer service to customers in a front-facing environment;
• Analyze information received from customers and evaluate results to choose the best outcome and solve problems;
• Understand and effectively communicate university and other applicable policies and procedures to students and their families;
• Understand and follow proper escalation and referral processes to home offices;
• Provide first-level technical support to customers;
• Utilize a case management system (Salesforce) to troubleshoot, analyze, and track customer inquires;
• Handle complaints and resolve conflicts while maintaining a professional manner;
• Refer unsolved customer inquiries to the designated departments or areas for further investigation; and
• Perform duties in a fast-paced, high-volume environment.

Required Qualifications:

• Positive, proactive attitude;
• Strong communication skills;
• Works well under pressure;
• Works cooperatively within a fast-paced, team-oriented environment;
• Attention to detail;
• Ability to multi-task;
• Ability to work independently;
• Adaptability to change; and
• Microsoft Office experience.

Preferred Qualifications:

• Higher education experience; and
• Previous customer service experience.

Instructions to Applicants:

For full consideration, applicants must apply for Mason Student Services Center, Triage Assistant 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 17, 2025

Posting Close Date: February 2, 2025