Mason Student Services Center, Triage Assistant

Department: Division of Enrollment Management

Classification: GMU Worker

Job Category: Part-Time / Hourly Wage

Job Type: Part-Time/20-25 hours per week

Location: Arlington, VA

Workplace Type: Hybrid Eligible

Salary: $18/hour

Criminal Background Check: Yes

About the Department:

The Mason Student Services Center (MSSC) 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.

About the Position:

The Mason Student Services Center is seeking a part-time Triage Assistant based at Mason Square in Arlington, VA. 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 Mason Student Services Center 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 is a part-time, non-student wage position primarily based on the Arlington, VA campus. Periodic remote work may be available. Working hours are 20 -25 per week, with a pay rate of $18 per hour.

Responsibilities:

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

Required Qualifications:

• Possess a positive, proactive attitude;
• Possess strong communication skills;
• Works well under pressure;
• Works cooperatively within a fast-paced, team-oriented environment;
• Strong attention to detail;
• Possesses the ability to multi-task;
• Possesses the ability to work independently;
• Possesses the 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/Letter of Intent with Resume for review.

Posting Open Date: September 20, 2024

For Full Consideration, Apply by: October 4, 2024

Open Until Filled: Yes