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 ap