Virtual Services Customer Representative

4 days ago


Aragüés del Puerto, Huesca, United States George Mason University Full time
About the Position

The George Mason University Division of Enrollment Management is seeking a motivated and enthusiastic individual to join the Virtual Services team within the Mason Student Services Center (MSSC). As a Virtual Services Customer Representative, you will provide centralized virtual support services for current and prospective Mason students through phone, email, and other virtual means.

Responsibilities
  • Assist and provide excellent service to customers primarily by telephone, shifting to other virtual services including email, as requested;
  • Provide information, solutions, and resources in all areas served by the MSSC;
  • Utilize a case management system (Salesforce) to troubleshoot, analyze, and track customer inquires;
  • Refers unresolved customer inquiries to Team Lead or MSSC Partner Offices via predefined escalation and case routing rules;
  • Remain current on assigned Partner Office policies and procedures;
  • Perform duties in a fast-paced, high-volume environment.
Requirements
  • Virginia Residence;
  • Demonstrate excellent customer service skills in all methods of communication;
  • Demonstrate the ability to engage with customers in writing by providing clear, concise information and solutions;
  • Demonstrate the ability to engage effectively with customers via telephone in a clear, positive, professional manner;
  • Utilize a Knowledge base and other training materials to remain current on university policies and procedures;
  • Maintain confidentiality with sensitive information;
  • Sensitive to culture diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds;
  • Be able to maintain a calm manner in stressful situations; and
  • Maintain a punctual and dependable work schedule.
How to Apply

For full consideration, applicants must apply for Virtual Services Customer Representative at https://jobs.gmu.edu. Complete and submit the online application to include three professional references with contact information, and provide a cover letter and resume. Additionally, please provide a schedule of your availability for Mondays through Fridays (9am - 5pm) and indicate your current state of residence.



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