Virtual Services Manager

Fairfax, VA
Up to $40,000 commensurate with education and experience
Jan 08, 2022
Feb 16, 2022
Full Time
Virtual Services Manager The Mason Student Services Center at George Mason University invites applications for the position of Virtual Services Manager. 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 Virtual Services team within the Mason Student Services Center (MSSC) is a frontline customer service operation, providing centralized virtual support services for current and prospective Mason students. Through phone, email, and other virtual means, the Virtual Services team assists students by providing information and solutions for all Partner Offices served by the Mason Student Center including Admissions, Financial Aid, The Office of the University Registrar and Student Accounts. About the Position: MSSC Virtual Services has an exciting opportunity for a positive, customer-focused individual to serve as full-time Virtual Services Manager. Reporting to the MSSC Virtual Services Associate Director, the Virtual Services Manager supports new and continuing students by providing answers, solutions, and resources through phone, email, and other virtual services. The Virtual Services Manager is responsible for hiring, supervising, and serving as a first point of escalation for a team of part-time staff who specialize in one or more of the MSSC Partner Office areas. The Virtual Services Manager will be responsible for monitoring and reporting on Service Level Agreements including phone, email and customer service delivery. This position will monitor real-time and historical reports in Salesforce and WCC and provide timely updates to the Associate Director as requested. Responsibilities: Works to ensure customer satisfaction in and support of all areas served by the Mason Student Services Center;Provides answers, support, and solutions to students and other university stakeholders via phone, email, and other virtual services;Provides direction and guidance to a team of student telephone operators, including maintaining staff schedules;Assist the Associate Director with developing and maintaining a curriculum for staff training;Develop and report metrics to better understand the call center's effectiveness, and identify areas of improvement;Assigns work tasks and shifts to staff based on volume and needs of Partner Offices;Assists with developing support and information networks within the different offices and departments in the university;Assist with developing, implementing, and enforcing quality standards, policies, and regulations; andServes as a first point of contact for managing complaints and problem-solving. Required Qualifications: Associate's degree or equivalent combination of education and experience;Demonstrated direct experience managing a customer service team, ideally in an academic setting;Experience working in a call center setting or front-line customer service operation;Experience with or demonstrated ability to learn and navigate a complex phone system;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 stakeholders across multiple offices or departments;Must have outstanding professional communication skills, be detail-oriented, and have strong customer-service orientation; andAbility to handle large call/e-mail volumes and work in a deadline-driven environment.Preferred Qualifications: Experience working in a student services university setting; Demonstrated direct experience (minimum 1-3 years) managing a customer service team, ideally in an academic setting;Experience using data analytics to monitor and analyze staff performance and identify trends and patterns;Knowledge of general university policies and procedures;Experience developing training materials, modules or contributing to a Knowledgebase;Working knowledge of a student database management system; andExperience with Ellucian's Banner and Salesforce.

For full consideration, applicants must apply for position number 03057z 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 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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