Admissions Counselor and Student Support Specialist

Department: Division of Enrollment Management

Classification: Education Support Spec 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Pay Band: 03

Salary: Starting low $40,000; commensurate with education and experience

Criminal Background Check: Yes

Works with Minors check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center—a centralized student services resource. The Division’s activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Office of Admissions facilitates the recruitment and enrollment of freshmen, transfer, graduate, and non-degree students in alignment with the University's strategic plan, ensuring a diverse and successful student body that contributes to the institution's excellence and global impact.

About the Position:

The Admissions Counselor and Student Support Specialist staffs, trains, and mentors the Welcome team who serve the potential students and families who engage with the Office of Admissions. Assists the Welcome team in providing stellar customer service and accurate information. Reviews applicant files and makes appropriate admission decisions. Serves as 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. Conducts information sessions presented to prospective students and their families on academics, campus life, and how to apply to George Mason University.

This position requires evening and weekend work.

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;
• Supports review of transfer, and/or non-degree applicants, as needed;
• 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; and
• 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; and
• 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; and
• Bilingual.

Instructions to Applicants: 

For full consideration, applicants must apply for the Admissions Counselor and Student Support Specialist 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.

Posting Open Date:  May 8, 2024

For Full Consideration, Apply by:  May 22, 2024

Open Until Filled?:  Yes