Working Title: Customer Service Assistant and Receptionist - FWS

State Role Title: Institutional Employment/Federal Work Study

Position Type: Federal Work Study

Position Status: Part-Time

FLSA Status: Non-Exempt: Eligible for Overtime

College/Division: School of Professional & Continuing Education

Department: 100066 - Professional & Continuing Education

Pay Rate: Hourly

Specify Range or Amount: $13

Is this a JMU only position? N/A

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? N/A

Beginning Review Date: 08/11/2025

About JMU:

Located in the heart of Virginia’s beautiful Shenandoah Valley, the city of Harrisonburg is approximately 120 miles from Washington, D.C. and Richmond, VA. With a population of just over 53,000, Harrisonburg is one of the most diverse communities in the Commonwealth of Virginia. JMU is a selective, public institution with a growing national reputation for offering experiences that lead to an outstanding education and inclusive environment for students, faculty and staff. The student body includes approximately 20,000 undergraduate and 1,900 graduate students, with over 1,000 full-time instructional faculty.

General Information:

JMU’s School of Professional & Continuing Education (SPCE) collaborates with individuals, businesses, and communities through transformative educational programs and experiences. SPCE offers a range of programs, including youth camps, adult degree completion, professional and workforce development, and lifelong learning, as well as partners with academic units across JMU to support several online or off-campus degree and certificate programs. SPCE is hiring a customer service assistant and receptionist to support the multiple program areas within SPCE and provide general, customer-facing support and communication.

Duties and Responsibilities:

Customer Service: Provide consistent and reliable front-desk coverage for the School of Professional & Continuing Education (SPCE) at the office; provide friendly and professional customer service to a wide range of constituents, including students, parents, working professionals, members of the Lifelong Learning Institute and Faculty Emeriti Association, and faculty; handle confidential and sensitive information professionally; create an inclusive and welcoming environment that affirms the diverse backgrounds of all stakeholders. Maintain privacy and confidentiality. Use critical thinking and problem-solving skills to assist customers with uncommon questions or unusual situations.

Communication: Keep an accurate record of communication with those coming to the office in need of follow-up or professional staff assistance; take messages appropriately and distribute to the appropriate staff member; respond to emails, phone calls, or texts from supervisors regarding needs and office concerns in a timely fashion; exhibit excellent written and oral communication skills when interacting with staff and customers; check daily tasks and needs with supervisor..

Teamwork: Maintain a respectful environment towards supervisors and fellow staff members; attend weekly supervision meetings as assigned; attend and participate in any required staff meetings or staff trainings; demonstrate ability to work independently as well as part of a team.

Organization: Handle detailed work with a high level of accuracy and efficiency; be on time for work shifts, and communicate out to your supervisor if/when tardiness or absence is unavoidable; follow through with all assigned tasks and check them as completed on Teams or other platform; ask questions when you’re unsure about certain tasks or how to proceed with a project. Make copies and perform other general office duties as assigned.

Support the mission of SPCE: help members of the community and other stakeholders learn more and get answers to their questions about access to JMU programs and offerings; maintain a professional, positive, and supportive attitude towards all guests.

Qualifications:

A qualified applicant is a strong communicator, able to navigate the systems that help organize the office, including Microsoft Teams and Outlook. The customer service assistant and receptionist need to be highly organized and able to prioritize tasks and manage time in the office well. They need to be a strong team member, helping and asking for help as necessary and appropriate. They need to have a strong commitment to creating inclusive and affirming environments, allowing all members of the JMU community and beyond to feel welcomed and supported in our spaces. They should have strong customer service skills and be able to interact with the public and provide needed support.

Must be Federal Work Study eligible.

Additional Posting Information:

More than one student will be hired for this role.

Conditions of Employment:  

Students must be degree-seeking students, enrolled on at least a half-time basis (6 credits for undergraduate and 5 credits for graduate).

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

EEO Statement:

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.

Reasonable Accommodation:

If you are a student with a disability and need assistance please contact the Office of Disability Services at (540) 568-6705 or disability-svcs@jmu.edu. You may also visit the Office of Disability Services, located in the Student Success Center, Suite 1202 and they will be happy to assist you.