Associate Director, Mason Student Services Center

Associate Director, Mason Student Services CenterInternal Search: Open to current George Mason University employees onlyThe George Mason University, Mason Student Services Center, invites applications for the position of Associate Director. 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:The Mason Student Services Center 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. The Mason Student Services Center provides 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:Reporting to the Mason Student Services Center Director, the Associate Director is responsible for oversight of the day to day operation of the Mason Student Services Center. The Associate Director ensures that a team of cross trained staff maintain the delivery of high-quality, in-person, and email service to visitors. The Associate Director monitors visitor volume, identifies trends, and takes proactive measures to shift staff resources and provide stronger support during peak times of the year, including the maintenance of a complex staffing schedule and analyzing data in Salesforce. The Associate Director ensures that staff are following documented policies and procedures and is the first point of contact for partner office management should changes in policy, procedures, or other timely information need to be disseminated to Mason Student Services Center staff. This is a hands-on position, requiring the Associate Director to work side-by-side with the Mason Student Services Center team of Generalists. This position is ideal for individuals who thrive in a fun, fast paced, customer-oriented environment. The Associate Director is a full-time, Classified position.Responsibilities:Manages the daily operations of the Mason Student Services Center including staff scheduling;Manages and provides direction to a team of Generalists;Works closely with the Mason Student Services Center Director to create and update training materials, including the creation and editing of Knowledge articles;Disseminates timely updates and critical information to staff;Ensures staff are providing consistent, accurate information to Mason Student Services Center visitors and the university community;Works to create and maintain an atmosphere of exemplary customer service;Working alongside the Mason Student Services Center Generalists, assists students and visitors with general and complex inquiries specific to the student's university record(s);Understands and effectively communicates university and other applicable policies and procedures to visitors;Serves as a higher-level escalation point for dissatisfied visitors and complaints;Maintains a professional and civil demeanor in tense or escalated situations;Represents the university in a positive, professional manner; andOther duties as assigned.Required Qualifications:Bachelor's degree or equivalent combination of education and experience;Experience managing a customer service or front line operation;Demonstrated leadership and management skills;Excellent verbal, written, and interpersonal communications skills;Research and troubleshooting skills;Sensitive to culture diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;Must be able to meet expectations in a fast-paced, customer-oriented environment;Experience working with and collaborating with internal and external stakeholders at all levels;Experience using data analytics to monitor and analyze staff performance and identify trends and patterns; andDemonstrated customer service skills including a desire to consistently provide quality customer service.Preferred Qualifications:Master's Degree;Experience working in a one-stop student services model;Knowledge of general university policies and procedures;Experience developing training materials, modules, or contributing to a Knowledge Base; andExperience with Ellucian's Banner and Salesforce.

For full consideration, applicants must apply for position number 01982z at https://jobs.gmu.edu/; 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 over 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 jobs.gmu.edu/!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.