Customer Service Coordinator

George Mason University - Fairfax, VA

Full-time

Fairfax, VA

Educational Services

About the position

The Customer Service Coordinator at George Mason University plays a crucial role in creating a welcoming environment for all customers of University Career Services (UCS). This position is responsible for managing front desk operations, supervising student employees, and ensuring high-quality customer service. The coordinator will also handle scheduling, database coordination, and clerical tasks while actively contributing to the mission of preparing students for post-graduate success.

Responsibilities

• 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.
• 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.
• Manages online appointment scheduling through Handshake, and assists students, faculty, and staff with online resources.
• Anticipates customer flow and coordinates with Leadership Team to ensure customer needs are met.

Requirements

• High school diploma or equivalent combination of education and experience.
• Demonstrated customer service experience in an office setting typically obtained in 2+ years.
• Demonstrated experience with scheduling.
• Demonstrated experience in enforcing policies and procedures.
• Demonstrated written and verbal communication skills for responding to phone and email inquiries.
• Ability to train others on effective customer service.
• Ability to prioritize and handle multiple tasks within a fast-paced office environment.
• Ability to independently work on projects and troubleshoot common office problems.
• Ability to create a warm and inclusive environment.

Nice-to-haves

• Bachelor's degree.
• Experience with George Mason University offices and procedures.
• Supervisory experience typically obtained 1+ year.
• Experience in providing direct service to students.
• Knowledge of Microsoft Outlook.

Benefits

• Salary range starting in the mid $40K's; commensurate with education and experience.
• Hybrid eligible work schedule.