Field Support Coordinator

Department:  Work Travel

 

Job Title:        Field Support Coordinator (Northeast)

 

Reports:          Regional Account Manager (Northeast)

 

The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

 

Position Summary

  • 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. This is a fast-paced position requiring superior customer support with heavy phone and computer usage.

 

Duties and 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.

 

Additional Responsibilities

  • 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 (possible for 2022)
  • Plan and implement Cultural Activities for participants in assigned region, at the direction of the Regional Account Manager. (possible for 2022)
  • Participate in Community Support Group Forums, Orientations, Committee Meetings, and Cultural activities at the direction of the Regional Account Manager. (possible for 2022)
  • Other duties as assigned by Manager.

 

Required Experience

  • 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

 

Knowledge, Skills, and Attributes

  • 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 (approximately 1 week every 8 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

 

Performance Criteria

  • Ability to meet deadlines  
  • Successfully respond to customers’ requests and communications within one business day.

 

Travel

  • 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 possible with little notice before departure. Estimated travel 3-4 weeks per year.

 

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT