Participant Services Associate

CIEE Inc

4d•Remote

About The Position

CIEE is a nonprofit study abroad and intercultural exchange organization that transforms lives and builds bridges between individuals and nations through study abroad and international exchange experiences that help people develop skills for living in a globally interdependent and multi-cultural world. We are seeking an adaptable team player who thrives in a dynamic environment! In this role you will support our J-1 exchange programs that include but are not limited to: Work & Travel USA, Internship and Professional Career Training USA, USA High School. In addition to this you will also support CIEE’s International Study Programs for American college students who are interested in our programs located in different countries around the world!

Requirements

Bachelor's degree (or international equivalent).
Excellent written and verbal communication skills.
Excellent interpersonal skills, ability to have difficult conversations with a diversity of people from different backgrounds.
Ability to manage a high-volume workload within tight deadlines.
Self-motivated and goal-orientated, with an attitude to overcome any challenge.
Strong organization and time management skills; ability to manage competing priorities.
Experience in a global and fast-paced work environment.
Previous customer service experience is required, call center experience is strongly preferred.
Must be flexible, possess a positive attitude, and be able to work independently and take initiative.
Must have a valid US Passport and US driver’s license.

Nice To Haves

Second language skills are a plus.

Responsibilities

Answer all phone calls and e-mail inquiries in a professional and timely manner.
Counsel program participants with culture shock as well as other emotional, mental, and physical health issues.
Maintain a caseload that includes escalated Support cases for all programs and manage your individual incidents in a timely and effective manner.
Communicate directly with students, employers, host families, schools, Local Coordinators and International Representatives as needed.
Review and data entry of participant applications.
Create and maintain participant records in the US Government Student & Exchange Visitor Information System (SEVIS) and ensure compliance with J-1 Visa and program-specific regulations.
Prepare, collate, and ship DS-2019 forms and other documentation to CIEE international representatives and participants.
Develop expertise of CIEE’s International Study Programs and CIEE’s J-1 Exchange programs and the policies that support them.
Develop expertise of the CIEE Participant Insurance Plan for J-1 participants in the United States.
Conduct vetting interviews with host employers and gather/review supporting documentation.
Work with different teams within the organization to solve a variety of customer questions and problems.
Carry 24 Hour Emergency Cell Phone on a rotating basis for the J-1 Exchange programs.
Other duties as assigned.

Benefits

Paid time off and Parental leave
Gym Reimbursement Program
Employee Assistance Program
Short-term & Long-term Disability
6 floating Fridays (based on our eligibility rules)
CIEE Study Abroad and TEFL Program discounts
403(b) Retirement Plan with employer contribution
Insurance Coverage (life, travel, medical, dental and vision)
Flexible Spending Accounts/Health Savings Account (medical and dependent)
Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)