Virtual Services Manager, MSSC

Department: Division of Enrollment Management

Classification: Admin Office Specialist 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center-a centralized student services resource. The Division's activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Mason Student Services Center (MSSC) is the first stop and central resource for information and solutions related to registration, enrollment, financial aid, billing, academic records, and other student support services. Members of the MSSC team provide 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:

The MSSC Virtual Services Manager is tasked with management of a high-volume virtual operation which provides services via phone and email. The MSSC Virtual Services Manager provides direction and guidance to a team of wage employees, who provide essential information and answer questions for prospective and continuing students, their families, and the university community in all areas represented by the MSSC including Financial Aid, Student Accounts, Admissions, and the Office of the University Registrar.

Responsibilities:

• Manages the day-to-day phone, email, and online chat operations of an MSSC Virtual Services team with a strong emphasis on maintaining a high level of timely customer service;
• Serves as the first point of escalation for complex or dissatisfied patrons to include accepting transferred calls and coordinating with MSSC Partner Office Managers to resolve complex issues;
• Serves as a general knowledge expert for the Partner Office subject area served by the employee's assigned Virtual Services team;
• Attends periodic trainings with home office specialists and supervisor as assigned;
• Independently recruits, hires, trains, and manages a team of student and wage employees;
• Creates staff schedules, assigns work tasks and monitors performance to ensure quality and timely delivery of service;
• Monitors staff performance and case aging using dashboards, and other reports in Salesforce;
• Maintains a solid understanding of configuration and reporting features of the phone software/system; and
• Troubleshoots phone and email issues as they occur, liaising with appropriate departments and staff members to resolve quickly and if needed, to transition to a business continuity plan.

Required Qualifications:

• Associate's degree in related field;
• Some experience managing a customer service team or in a supervisory role;
• Considerable experience working in a fast-paced, customer-oriented environment;
• Some experience with employee training and professional development;
• Considerable experience using computer systems;
• Working knowledge of Microsoft Office programs with the ability to learn and utilize additional programs, including a CRM and phone software;
• Knowledge of training and staff development with the ability to motivate others;
• Skill in effective interpersonal communication, including the ability to communicate and interact effectively and respectfully with people of diverse backgrounds;
• Ability to identify performance deficiencies and improve processes;
• Demonstrated organizational, communication, and problem-solving skills; and
• Vision of timely and superior customer service.

Preferred Qualifications:

• Bachelor's degree in related field;
• Demonstrated experience using de-escalation techniques;
• Considerable supervisory experience preferably in a virtual or hybrid setting;
• Prior experience working in a higher education or university setting;
• Demonstrated experience communicating university policies and procedures;
• Basic knowledge of the university admissions process, as well as financial aid, student accounts, and registrar functions; and
• Skilled in de-escalation techniques with the ability to handle complex situations while maintaining a courteous, professional demeanor.

Instructions to Applicants:

For full consideration, applicants must apply for the Virtual Services Manager, MSSC at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume.

Posting Open Date: April 14, 2025

For Full Consideration, Apply by: April 30, 2025

Open Until Filled: Yes