Customer Service Coordinator

Fairfax, VA
Commensurate with education and experience.
Apr 16, 2022
Jun 15, 2022
Full Time
Customer Service CoordinatorGeorge Mason University, University Career Services (UCS) invites applications for a Customer Service Coordinator position. 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: University Career Services (UCS), a unit within the Division of University Life (UL), is the centralized career center for George Mason University (Mason), serving 40,000 undergraduate and graduate students. UCS is dedicated to helping students identify and pursue opportunities where they can make a positive impact in a complex and quickly evolving world. In partnership with our strong network of employers, alumni, and faculty, we are able to break down barriers and successfully connect students with meaningful opportunities in their industries of interest to help them reach their full potential and advance not only themselves socio-economically, but their families too. Existing services and programs include one-on-one appointments, career exploration, industry specific programs, career fairs, experiential learning opportunities and graduate school preparation. About the Position: Creates professional, and welcoming first impression for all of UCS customers (e.g. students, employers, faculty, staff, and alumni). Demonstrates excellent verbal, non-verbal, and written communication skills when addressing stakeholder questions/requests and resolves all issues in a timely manner. Hires, trains, and supervises UCS student employees (front desk assistants) and ensures all student employees demonstrate a high level of professionalism when interacting with UCS customers. Effectively prioritizes/multitasks in fast-paced environment and works autonomously to identify and implement solutions to streamline the effectiveness of front desk operations. Maintains and articulates front desk policies and procedures. In collaboration with the technology/applications analysts, proactively identifies and resolves issues with UCS Career Management System Handshake Serves on cross-functional teams in order to build/maintain office and campus relationships and actively contribute to UCS's mission of preparing and connecting career-ready students for post-graduate success. Position reports to the Office Manager.Responsibilities: Customer Service / Front Desk OperationsEvaluates reception and customer service operations, resources, and customer assistance; identifies ways to improve and streamline customer service operations;Manages the reception/customer service function. Ensures students, alumni, faculty and staff are assisted in a warm and cheerful manner;Develops (breadth and depth of) understanding of Career Services' resources, staff, and University programs and services in order to correctly inform and make appropriate referrals;Greets and screens students, alumni, faculty, staff and visitors for appointments. After the check-in process is complete, notifies staff when appointments have arrived;Refers students, employers, and visitors to appropriate resources, locations, professional staff, and programs;Answers phone inquiries and refers callers to the appropriate resources, locations, professional staff or programs;Responds to e-mail inquiries in a timely professional manner with appropriate, accurate information;Maintains a reception area that is clean and well-organized with information and resources easily accessible to customers and staff;Assesses/knows pulse of stakeholders by tracking customer interactions (email responses, calls, etc.) and chart flows throughout the year and shares with UCS leadership as needed;Initiates customer service solutions;Maintains and articulates protocols and processes for online appointment scheduling through Handshake;Assists students, faculty, and staff with questions regarding using online resources (Handshake, website, or other third party resources); andAnticipates customer flow and coordinates with Leadership Team to ensure customer needs are met and that staffing availability is in alignment with demand for service.SchedulingMaintains appointment calendar and outreach requests in Handshake and Outlook for student-facing staff;In conjunction with the Student Assistants, reviews and approves or declines all appointment requests through Handshake within one business day;Oversees student appointment processes/systems in consultation with Leadership Team and Technology Coordinator; andMaintains Career Resource Center calendar and schedules.Database CoordinationResponds knowledgeably to questions about Handshake, UCS's Career Management software, and troubleshoots student and employer problems as appropriate;Submits requests to Technology Coordinator for alumni to have access to the Handshake system when received;Maintains accurate text for appointment categories and appointment types in Handshake in collaboration with the Technology Coordinator; andDevelops working relationships with the Technology Coordinator and Leadership Team to ensure current and accurate information is being communicated to all active constituents including but not limited to systems updates, management of current users, password and account management.Student EmployeesAdvertises for, interviews, and leads hiring process for student employees who assist in providing quality customer service to students, alumni, faculty, employers, and staff;Communicates, models, monitors, and enforces appropriate behaviors and attitudes to ensure student employees are delivering professional, courteous, and accurate service;Maintains welcoming and clean front desk and reception area for all guests, including maintaining the white display boards;Schedules and manages monthly student staff meetings;Trains student employees on resources, customer service best practices, policies, procedures, and career development topics;Oversees student employee work schedules to ensure the reception desk is adequately staffed at all times. Facilitates/ creates master schedule of all student employees and their contact information;Serves as the "go to" person for day-to-day student support tasks/assignments;Reviews position descriptions, contracts, and feedback forms for student employees and update as needed;Trains student employees on Handshake online system so they may answer questions and troubleshoot student and employer problems; andEnsures that the reception staff has the necessary information and resources to respond knowledgeably, accurately and thoroughly to questions from visitors, callers, and e-mailers.Clerical / AdministrativeAs the first point of contact, answers all incoming telephone calls with the assistance of student employees, when available;Attends to phone queue, e-mail volume, and flow of support needed to render excellent customer service;Monitors the processing of all incoming and outgoing mail (paper and electronic). Ensures mail is distributed to appropriate recipients;Maintains UCS website calendar of events using 25Live and schedule outreach requests;Develops a working relationship with the Communications and Marketing Coordinator to ensure timely distribution of flyers, and promotions, the posting of office closing and notifications on website, and the accuracy of event information shared among staff members and students;Record weekly staff meeting notes and disburse as appropriate;Maintain the Make an Appointment page on the website with accurate information regarding appointments and drop-ins;Creates the drop-in calendar for one professional staff member each day. Assists the counselor to find coverage when needed; andOther duties as assigned.Cross-Functional Teams and ServiceSupport staffing needs for large-scale UCS events (e.g. career fairs, orientation), both in person and virtually;Contribute to UCS strategic plan development and implementation;Serve on division/university committees to represent UCS;Serve as liaison to university departments as appropriate; andParticipate in all-staff meetings, trainings and symposia for UCS and the division.Required Qualifications: Demonstrated communications skills (written, verbal and non-verbal) and customer service experience;Professional demeanor;Ability to supervise and train individuals and conduct group training sessions related effective customer service delivery on an on-going basis;Demonstrated listening and verbal communication skills to accurately and quickly assess customer needs and refer to appropriate services;Ability to handle multiple tasks in an organized way within a fast-paced office environment;Ability to work independently and use good judgment in applying office polices;Ability to enhance office image and support goals and objectives;Ability to enforce office policies and procedures;Experience in providing direct service to students and other public are required; andUndergraduate degree with coursework in communications, management, or a related major or college experience is preferred; or equivalent combination of education and experience. Preferred Qualifications: Background in higher education is desirable; andExperience with George Mason University offices and procedures are further desirable.

For full consideration, applicants must apply for position number 01461z at; complete and submit the online application; and upload a cover letter, resume, and a list of three professional references with contact information.

"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 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!George Mason University, Where Innovation is Tradition."

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.

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