Mason Student Services Center Triage Assistant

Fairfax, VA
$12 per hour
Jul 31, 2021
Aug 01, 2021
Analyst, Research
Full Time
Mason Student Services Center, Triage Assistant

The George Mason University, Mason Student Services Center invites applications for a part-time Triage Assistant 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:

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.

About the Position:

The Mason Student Services Center is seeking a part-time Triage Assistant. Under the supervision of the Associate Director, the Triage Assistant is responsible for delivering high quality in-person service to visitors at the Mason Student Services Center desk. 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 the areas of 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 based on the Fairfax, VA campus. Working hours are 25 to 29 hours per week, with a pay rate of $12 per hour.

This position requires frequent standing and walking.


  • Monitor the flow of visitor traffic through the Mason Student Services Center including check-in assistance and troubleshooting;
  • Assists students in the self-service area including navigation of online Mason resources;
  • Demonstrate excellent customer service skills in face-to-face interactions;
  • Communicate with a team of Mason Student Services Center Representatives and other university employees to seamlessly transition visitors from one service area to the next;
  • Greet and assist students and visitors who are routed to the desk after check-in;
  • Assist students and visitors with general level inquiries in the areas of financial aid, student accounts and registration;
  • Utilize a CRM (Salesforce) to track in-person visitor inquiries and respond to virtual requests/emails;
  • Intake and review of documents for accuracy;
  • Understand and effectively communicate university and other applicable policies and procedures to visitors;
  • Understand and follow proper escalation and referral processes to home offices;
  • Assist phone staff with resolving student and other Mason community telephone and email inquires;
  • Represent the university in a positive, professional manner;
  • Other duties as assigned.

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;
  • Microsoft Office experience.

Preferred Qualifications:

  • Higher education experience;
  • Previous customer service experience.

For full consideration, applicants must apply for position number WG092z with the title Mason Student Services Center Triage Assistant at ; complete the online application; submit 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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