Bilingual Campus Visitor Services Team Leader

2 weeks ago

Reston, Virginia, United States Commonwealth of Virginia Full time

Department: Office of University Branding

Classification: GMU Worker

Job Category: Part-Time / Hourly Wage

Job Type: Part-Time

Work Schedule: 18-25 hours/week; flexible availability required, including evenings and weekends

Location: Fairfax, VA

Workplace Type: On Site Required

Salary: Compensation based on qualifications and experience

Criminal Background Check: Yes

About the Department:

The Office of University Branding is dedicated to enhancing the reputation of George Mason University by promoting public awareness and advocacy. This department serves as the central authority for brand strategies, policies, and resources that highlight the University’s educational, research, and service achievements.

About the Position:

The Shift Lead plays a crucial role in overseeing the daily operations of the Information Desk and Switchboard, managing Student Assistant and Team Leader staff alongside the Executive Director of Operations.

We seek an individual who is proficient in both Spanish and English.

Shift Leads ensure compliance with Campus Information and Visitor Services policies while exemplifying exceptional customer service to staff and patrons, representing George Mason University to the broader community. This role involves responding promptly and accurately to inquiries from various stakeholders, including students, faculty, staff, and guests.

Responsibilities:

Customer Service:

Demonstrate and promote a high standard of customer service; Welcome and engage with patrons in a courteous and professional manner; Train and mentor both new and existing staff on effective customer service techniques.

Information Services:

Manage phone calls, directing them to the appropriate department or individual; Distribute informational materials (e.g., maps, brochures, flyers); Provide comprehensive information about university events, academic programs, and campus directions; Update supervisors on emergency situations, news, and significant events; Utilize various resources to relay accurate information; Share updates with team members.

Leadership:

Guide the operations of Campus Information and Visitor Services at designated areas; Support Student Assistant and Team Lead staff with guidance and resources; Assist in recruitment, onboarding, scheduling, and performance evaluations of staff; Provide direct training on expectations, customer service, and emergency protocols; Communicate performance standards and address issues promptly; Conduct regular one-on-one meetings with staff; Lead monthly staff meetings; Ensure adequate staffing during operational hours.

Projects:

Oversee updates to reference manuals and training resources; Maintain accurate employment records; Track patron traffic and service requests; Manage inventory of informational materials; Assist in scheduling tasks; Complete assigned projects from supervisors.

Personal Responsibility and Professionalism:

Uphold the standards of excellence for Campus Information and Visitor Services; Engage in ongoing training and professional development; Maintain a clean and organized workspace; Respond to departmental communications in a timely manner; Adhere to a flexible work schedule, including evening and weekend shifts.

Required Qualifications:

Proven leadership experience, including supervision of staff; Strong communication skills in both Spanish and English; Experience providing customer service in person and over the phone; Ability to work independently with attention to detail and organization; Capacity to manage multiple priorities in a fast-paced environment; Proficiency in Microsoft Word and Excel, along with online research skills; Availability for a flexible work schedule.

Preferred Qualifications:

Familiarity with George Mason University or similar institutions; Experience in interviewing and onboarding new team members; Background in delivering performance feedback; Previous experience as a Student Assistant or Team Leader in Campus Information and Visitor Services.

Instructions to Applicants:

For full consideration, applicants must apply for the position of Bilingual Campus Visitor Services Team Leader (English/Spanish) and submit an online application, including three professional references and a cover letter with a resume.

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