Field Support Coordinator (Mid-Atlantic Region)

Intrax Corp•San Francisco, CA

9h•$60,000 - $65,000

About The Position

The Field Support Coordinator provides customer service and support to international university participants and host employers participating in the BridgeUSA (J-1 visa) Summer Work Travel Program and supports the Regional Account Manager and Director of Field Operations. This is a fast-paced position requiring superior customer support with heavy phone and computer usage.

Requirements

Previous experience handling a high volume of incoming calls/emails
Previous experience in a customer service environment
Previous experience/ knowledge of the Bridge USA (J-1 visa) Summer Work Travel program preferred.
Previous experience in cultural exchange program preferred.
Previous experience working remotely, from home-based office, preferred but not required.
Bachelor’s degree or equivalent experience
Familiarity with other cultures/international experience
Excellent writing skills as depicted in your cover letter
Strong time management skills to handle periods of high volume
Proficiency in Excel, Word, Outlook. Previous experience in Salesforce a plus
Ability to work in a team environment
Ability to work without direct/onsite supervision
Previous call center experience preferred but not required
Must be available to be on-call/emergency support on a rotating schedule (1 week approximately every 12 weeks)
Strong technology skills.
Flexibility and an ability to adapt to a continuously changing industry
A proactive, self-motivated personality, eager to identify new and better ways of achieving goals
Ability to meet deadlines
Successfully respond to customers’ requests and communications within one business day.
International travel possible in the future (passport required)
Driver’s License required
Must be available to travel domestically, as needed. Most travel is planned, but occasional, unplanned emergency travel is possible with little notice before departure. Estimated travel 3-4 weeks per year.

Responsibilities

Receive and handle a high volume of incoming calls and emails from participants and employers.
Answer questions via phone and email regarding insurance, Social Security, housing, job concerns, transportation, and other issues important to newly arriving international students to the United States, within one business day.
Research and become familiar with US government regulations and rules related to the BridgeUSA (J-1 visa) exchange visitor program, including tax rules, social security procedures, prohibited placements, and more.
Assist with problem solving urgent and/or escalated issues concerning participant health, safety, and welfare.
Vet employers via email, phone, and web searches to ensure job placements meet or exceed US government regulations.
Provide support to host employers regarding participants working for them. Mediate concerns between employers and participants.
Ensure compliance with established program guidelines throughout the season.
Maintain accurate documentation of participant and employer contact.
Use the Intrax database to confirm participant arrivals, monthly check-ins, and reported concerns.
Assist in writing incident reports to the US Department of State on participant issues in the field.
Assist in locating and securing housing leads for participants prior to their arrival in the United States.
Attend weekly regional team meetings and all-team meetings, attend special trainings.
Assist with training new department staff when appropriate.
Review participant profiles and conduct occasional virtual interviews with participants on behalf of employers.
Make periodic visits to employers/participants at the direction of the Regional Account Manager and Director of Field Operations.
Plan and implement Cultural Activities for participants in assigned region, at the direction of the Regional Account Manager.
Participate in Community Support Group Forums, Orientations, Committee Meetings, and Cultural activities at the direction of the Regional Account Manager.
Other duties as assigned by Manager.