Assistant Director

Fairfax, VA
Commensurate with education and experience.
May 22, 2023
Jul 19, 2023
Full Time
Assistant Director The George Mason University, Division of Enrollment Management, Mason Student Services Center invites applications for the position of Assistant 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. The Mason Student Services Center provides in-person services on both the Fairfax, VA campus and at Mason Square, located in Arlington, VA. About the Position:Reporting to the Mason Student Services Center Associate Director, the Assistant Director helps ensure that a team of cross trained staff maintain the delivery of high-quality, in-person and email service to visitors. This is a hands-on position, requiring the Assistant Director to work side-by-side with the Mason Student Services Center team of Generalists, serving as the first point of contact for questions and complex inquiries. The Assistant Director alerts the Associate Director to patterns and trends as well as gaps in service or escalations. The Assistant Director monitors performance to ensure that MSSC staff are following documented policies and procedures. This position supervises three or more wage employees and is responsible for oversight of the MSSC Mason Square location, requiring periodic visits to Arlington. This position is ideal for individuals who thrive in a fun, fast paced, customer-oriented environment. The Assistant Director is a full-time, Classified position. Responsibilities: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);Navigate a knowledgebase for answers and solutions;Intake and review of documents for accuracy; processing and updating student records;Manages the MSSC Mason Square (Arlington) location including the virtual supervision of 2-3 part-time staff and periodic visits to Mason Square;Assist with training new part-time and full-time staff members;Works to create and maintain an atmosphere of exemplary customer service;In conjunction with the Associate Director, the Assistant Director monitors an annual event calendar and allocates staff resources appropriately;Understands and effectively communicates university and other applicable policies and procedures to visitors;Serves as the first point of escalation for dissatisfied visitors and complaints;Assists with major recruitment events throughout the year;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;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; andDemonstrated customer service skills including a desire to consistently provide quality customer service.Preferred Qualifications:Experience working in a one-stop student services model;Knowledge of general university policies and procedures; andExperience with Ellucian's Banner and Salesforce.

For full consideration, applicants must apply for position number 02410z at; complete 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!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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