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Mason Student Services Center Triage Assistant

1 month ago

Arlington, Virginia, United States George Mason University Full time
About the Position

The Mason Student Services Center is seeking a part-time Triage Assistant to provide essential information and aid in navigation of online resources for perspective and continuing students, their families, and the university community.

Key Responsibilities
  • Assist and provide excellent customer service to customers in a front-facing environment;
  • Analyze information received from customers and evaluate results to choose the best outcome and solve problems;
  • Understand and effectively communicate university and other applicable policies and procedures to students and their families;
  • Understand and follow proper escalation and referral processes to home offices;
  • Provide first-level technical support to customers;
  • Utilize a case management system (Salesforce) to troubleshoot, analyze and track customer inquires;
  • Handle complaints and resolve conflicts while maintaining a professional manner;
  • Refer unsolved customer inquiries to the designated departments or areas for further investigation;
  • Perform duties in a fast-paced, high-volume environment.
Requirements
  • Possess a positive, proactive attitude;
  • Possess strong communication skills;
  • Works well under pressure;
  • Works cooperatively within a fast-paced, team-oriented environment;
  • Strong attention to detail;
  • Possesses the ability to multi-task;
  • Possesses the ability to work independently;
  • Possesses the adaptability to change;
  • Microsoft Office experience.
Preferred Qualifications
  • Higher education experience;
  • Previous customer service experience.