Mason Student Services Center Triage Assistant

Fairfax, VA
$12-13 per hour
Mar 05, 2022
Sep 10, 2022
Analyst, Research
Full Time
Mason Student Services Center, Triage AssistantGeorge Mason University's Mason Student Services Center invites applications for a part-time Triage Assistant. 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 (MSSC) 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. Position Summary and Duties:The Mason Student Services Center is seeking a part-time Triage Assistant. Under the supervision of the Associate Director for Virtual Services, the Triage Assistant is responsible for delivering high quality virtual service to students and their families via phone, email and other virtual means. 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 one or more areas served by the Mason Student Services Center, including Admissions, 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. Remote work options are available and working hours are 25 to 29 hours per week, with a pay rate of $12 - $13 per hour.Essential Duties:Assist and provide excellent customer service to customers by telephone and email;Analyze information received from customers and evaluate results to choose the best outcome and solve problems;Understand and effectively communicate University and other applicable policies and procedures to students and their families;Understand and follow proper escalation and referral processes to home offices;Provide first-level technical support to customers;Utilize a case management system (Salesforce) to troubleshoot, analyze and track customer inquires;Handle complaints and resolve conflicts while maintaining a professional manner;Refer unsolved customer inquiries to the designated departments or areas for further investigation;Perform duties in a fast-paced, high-volume environment;Provide support to other teams within the Mason Student Services Center;Other duties as assigned.Required Qualifications:Positive, proactive attitude;Demonstrated 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 two 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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