Associate Director, Mason Student Services Center


University of Oregon

FEugene, OR - May 13, 2022

#student


Associate Director, Mason Student Services Center The Mason Student Services Center at George Mason University invites applications for the position of Associate Director.

Department Summary: The Mason Student Services Center 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.

The Mason Student Services Center provides 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.

Position Summary: Reporting to the Mason Student Services Center Director, the Associate Director is responsible for oversight of the day to day operation of the Mason Student Services Center.

This position ensures that a team of cross trained staff maintain the delivery of high-quality, in-person and email service to visitors.

The successful candidate monitors visitor volume, identifies trends and takes proactive measures to shift staff resources and provide stronger support during peak times of the year, including the maintenance of a complex staffing schedule and analyzing data in Salesforce.

This individual also ensures that staff are following documented policies and procedures and is the first point of contact for partner office management should changes in policy, procedures or other timely information need to be disseminated to Mason Student Services Center staff.

This is a hands-on position, requiring the Associate Director to work side-by-side with the Mason Student Services Center team of Generalists.

This position is ideal for individuals who thrive in a fun, fast paced, customer-oriented environment.

The Associate Director is a full-time, Classified position.

Essential Job Functions/Duties: * Manages the daily operations of the Mason Student Services Center including staff scheduling; * Manages and provides direction to a team of Generalists; * Works closely with the Mason Student Services Center Director to create and update training materials, including the creation and editing of Knowledge articles; * Disseminates timely updates and critical information to staff; * Ensures that staff are providing consistent, accurate information to Mason Student Services Center visitors and to the university community; * Works to create and maintain an atmosphere of exemplary customer service; * Working alongside the Mason Student Services Center Generalists, assists students and visitors with general and complex inquires specific to the student’s university record(s); * Understands and effectively communicates university and other applicable policies and procedures to visitors; * In conjunction with the Customer Experience Manager, serves as a higher-level escalation point for dissatisfied visitors and complaints; * Maintains a professional and civil demeanor in tense or escalated situations; * Represents the university in a positive, professional manner; * Completes other duties as assigned.

Required Qualifications: * Bachelor’s degree, or the equivalent combination of education and experience; * Significant supervisory experience demonstrated by supervising full-time employees; * Experience managing a customer service operation; * Experience working in a student services or university setting; * Excellent oral and written communication skills; * 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 university stakeholders; * Experience using data analytics to monitor and analyze staff performance and identify trends and patterns; * Strong customer service skills including a desire to consistently provide quality customer service.

Preferred Qualifications: * Master’s degree strongly preferred; * 5 + years of experience in supervising full- time employees; * Experience working in a one-stop student services model; * Knowledge of general university policies and procedures; * Experience developing training materials, modules or contributing to a Knowledgebase; * Experience with Ellucian’s Banner and Salesforce.

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