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Admissions Counselor and Student Support Specialist

1 month ago

Reston, Virginia, United States Commonwealth of Virginia Full time
About the Position

The Admissions Counselor and Student Support Specialist plays a critical role in the Office of Admissions, providing exceptional customer service and support to prospective students and families. This position requires a strong ability to work effectively with diverse populations, handle sensitive and confidential information, and make independent decisions.

Responsibilities
  • Recruits and supervises the Welcome team personnel, including student and non-student wage employees;
  • Actively engages in hiring, onboarding, training, and mentoring Welcome team employees;
  • Creates and manages the staffing schedule for student and non-student wage employees, ensuring the Welcome team staffing needs are met;
  • Serves as primary front desk coverage when unable to secure student and non-student wage coverage;
  • Disseminates information to Welcome team personnel regarding policies and expectations;
  • Ensures Welcome team employees provide the highest level of customer service to all members of the Mason community;
  • Maintains lobby spaces, managing bulk shipments, work orders, and stocking supplies;
  • Ensures documents collected at the front desk are processed appropriately and accurately transferred between office locations;
  • Reviews freshmen undergraduate applicant files and makes appropriate admissions decisions in the student database following established policies and procedures;
  • Handles a caseload of approximately 1,500 freshman applicant files;
  • Serves as an active and committed member of the admissions committee;
  • Serves as Counselor of the Day, the on-call person to meet with prospective students and families that walk into the office and as the contact person for any escalations from the front-line service team, as scheduled;
  • Serves as Informational Officer of the Day, conducting information sessions presented to prospective students and their families on academics, campus life, and how to apply to George Mason University, as assigned;
  • Attends and actively participates in all admissions-sponsored events, and assists with planning and logistics, as assigned.
Required Qualifications
  • Bachelor's degree in related field, or equivalent combination of education and experience;
  • Demonstrated customer service experience;
  • Demonstrated written and verbal communication skills;
  • Skill in public speaking in large and small group situations;
  • Demonstrated analytical skills;
  • Computer literacy and willingness to learn new software applications;
  • Ability to work effectively with diverse populations;
  • Ability to handle sensitive and/or confidential information and situations;
  • Ability to use sound judgement and make independent decisions;
  • Ability to prioritize tasks in a deadline-driven environment, while remaining flexible;
  • Ability to perform work with substantial attention to detail;
  • Demonstrated ability to work positively as a member of a team;
  • Willingness to work with and mentor student employees.
Preferred Qualifications
  • Previous experience working in an office setting;
  • Experience in higher education with knowledge of the admissions process;
  • Previous experience with Ellucian Banner software;
  • Previous experience with Salesforce CRM;
  • Prior admissions or related experience;
  • Familiarity with Mason's physical campus and surrounding area;
  • Familiarity with Mason's diverse population, admissions processes, campus offerings for students, and campus events;
  • Bilingual.