Virtual Services Manager, MSSC

Department: Division of Enrollment Management

Classification: Admin Office Specialist 3

Job Category:Classified Staff

Job Type:FullTime

Work Schedule:Fulltime (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 Centera centralized student services resource. The Divisions 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 decisionmaking.

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 highvolume 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 daytoday 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 employees 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:

• Associates degree in related field;
• Some experience managing a customer service team or in a supervisory role;
• Considerable experience working in a fastpaced customeroriented 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 problemsolving skills; and
• Vision of timely and superior customer service.

Preferred Qualifications:

• Bachelors degree in related field;
• Demonstrated experience using deescalation 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 deescalation techniques with the ability to handle complex situations while maintaining a courteous professional demeanor.

Instructions to Applicants:

For full consideration applicants must apply for theVirtual Services Manager MSSC at 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