Customer Service Coordinator

Department: UL

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 range starting in the mid $40K's; commensurate with education and experience

Criminal Background Check: Yes

About the Department:

We prepare and connect career-ready students for post-graduate success. University Career Services (UCS), a unit within the Division of University Life (UL), is the centralized career center for George Mason University (Mason), serving 40,000 undergraduate and graduate students. UCS is dedicated to helping students identify and pursue opportunities where they can make a positive impact in a complex and quickly evolving world. In partnership with our strong network of employers, alumni, and faculty we are able to breakdown barriers and successfully connect students with meaningful opportunities in their industries of interest to help them reach their full potential and advance not only themselves socio-economically, but their families too. Existing services and programs include one-on-one appointments, career exploration, industry specific programs, career fairs, experiential learning opportunities and graduate school preparation.

About the Position:

The Customer Service Coordinator creates professional, and welcoming first impression for all of UCS customers (e.g. students, employers, faculty, staff, and alumni). Demonstrates excellent verbal, non-verbal, and written communication skills when addressing stakeholder questions/requests and resolves all issues in a timely manner. Hires, trains, and supervises UCS student employees (front desk assistants) and ensures all student employees demonstrate a high level of professionalism when interacting with UCS customers. Effectively prioritizes/multitasks in fast-paced environment and works autonomously to identify and implement solutions to streamline the effectiveness of front desk operations. Maintains and articulates front desk policies and procedures. In collaboration with the Technology/Applications Analyst, proactively identifies and resolves issues with UCS Career Management System, Handshake. Serves on cross-functional teams in order to build/maintain office and campus relationships and actively contribute to UCS's mission of preparing and connecting career-ready students for post-graduate success. Position reports to the Office Manager.

Responsibilities:

Customer Service Front Desk Operations

• Evaluates and improves reception and customer service operations, resources, and assistance;
• Manages the front desk, ensuring students, alumni, faculty, and staff receive warm and efficient service;
• Develops an in-depth understanding of Career Services' resources, staff, and University programs to provide accurate referrals;
• Greets and screens students, alumni, faculty, staff, and visitors for appointments; notifies staff when appointments arrive. Once check-in process is complete, refers students, employers, and visitors to appropriate resources, locations, staff, or programs;
• Handles phone inquiries, directing callers to the appropriate resources, locations, professional staff or programs;
• Responds to email inquiries promptly, providing accurate and professional information;
• Maintains a clean, organized reception area with easily accessible information for customers and staff;
• Tracks customer interactions (emails, calls, etc.) and shares insights with UCS leadership. Implements solutions to improve customer service;
• Monitoring stakeholder needs by tracking customer interaction (emails, calls, etc.) throughout the year, sharing insights with UCS leadership as needed, and initiating customer service improvements;
• Manages online appointment scheduling through Handshake, and assists with students faculty and staff with online resources (Handshake, website, or other third party resources); and
• Anticipates customer flow and coordinates with Leadership Team to ensure customer needs are met and that staffing availability is in alignment with demand for service.

Scheduling

• Maintains appointment calendar and outreach requests in Handshake and Outlook for student-facing staff, in conjunction with the Student Assistants;
• Reviews and approves or declines all appointment requests through Handshake within one business day;
• Oversees student appointment processes and systems, consulting with Leadership Team and Technology Coordinator; and
• Maintains Career Resource Center calendar and schedules.

Database Coordination

• Responds to inquiries regarding Handshake and UCS's Career Management software, providing troubleshooting support for students and employers;
• Submits access requests to Technology Coordinator for alumni seeking Handshake system access;
• Maintains and updates appointment category and type texts in Handshake, in collaboration with Technology Coordinator; and
• Develops and nurtures working relationships with Technology Coordinator and Leadership Team to ensure accurate, timely communication: systems updates, management of current users, password and account management.

Student Employee Supervision

• Advertises, interviews, and leads the hiring process for student employees who assist with customer service for students, alumni, faculty, employers, and staff;
• Communicates, models, monitors, and enforces professional behaviors and attitudes to ensure student employees provide courteous, accurate, and professional service;
• Maintains a welcoming and clean front desk and reception area, including upkeep of the white display boards;
• Schedules and manages monthly student staff meetings;
• Trains student employees on resources, customer service best practices, policies, procedures, and career development topics;
• Oversees student employee work schedules to ensure reception desk is adequately staffed at all times;
• Creates and facilitates master schedule for all student employees, including their contact information;
• Serves as the primary contact ("go-to" person) for day-to-day student support tasks and assignments;
• Reviews and updates position descriptions, contracts, and feedback forms for student employees as necessary;
• Trains student employees on Handshake online system to enable them to answer questions and troubleshoot issues for students and employers; and
• Ensures reception staff has necessary information and resources to respond accurately and thoroughly to inquiries from visitors, callers, and e-mailers.

Clerical/Administrative

• As the first point of contact, answers all incoming telephone calls, with student employee assistance when available;
• Monitors processing of all incoming and outgoing mail (both paper and electronic), ensuring proper distribution to recipients;
• Maintains UCS website calendar of events using 25Live, scheduling outreach requests;
• Collaborates with the Communications and Marketing Coordinator to ensure timely distribution of flyers and promotions;
• Post office closing and notification updates on the website and ensure accuracy of event information shared among staff and students;
• Records and distributes weekly staff meeting notes as appropriate; and
• Maintains the Make an Appointment page on the website, ensuring accurate information regarding appointments and drop-ins.

Service

• Supports staffing needs for large-scale UCS events (e.g., career fairs, orientations), both in-person and virtually;
• Contributes to the development and implementation of the UCS strategic plan;
• Serves on division/university committees to represent UCS;
• Acts as a liaison to university departments as needed; and
• Participates in all-staff meetings, trainings, and symposia for UCS and the division.

Required Qualifications:

• High school diploma or equivalent combination of education and experience;
• Demonstrated customer service experience in an office setting typically obtained in 2+ years;
• Demonstrated experience with scheduling;
• Demonstrated experience in enforcing policies and procedures;
• Demonstrated written and verbal communication skills for responding to phone and email inquiries;
• Ability to train others on effective customer service;
• Ability to prioritize and handle multiple tasks within a fast-paced office environment;
• Ability to independently work on projects and troubleshoot common office problems; and
• Ability to create a warm and inclusive environment.

Preferred Qualifications:

• Bachelor's degree;
• Experience with George Mason University offices and procedures;
• Supervisory experience typically obtained 1+ year;
• Experience in providing direct service to students; and
• Knowledge of Microsoft Outlook.

Instructions to Applicants:

For full consideration, applicants must apply for Customer Service Coordinator at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review.

Posting Open Date: November 19, 2024

For Full Consideration, Apply by: December 3, 2024

Open Until Filled: Yes