Participant Services Associate

About the position

The position involves supporting CIEE's J-1 exchange programs, which include Work & Travel USA, Internship and Professional Career Training USA, and USA High School. The role requires effective communication with program participants and stakeholders, managing caseloads, and ensuring compliance with regulations. The ideal candidate will thrive in a dynamic environment and contribute to the mission of fostering international exchange and study abroad experiences.

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 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.

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.
• Second language skills are a plus.
• 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.

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 Accounts (medical and dependent)
• Voluntary Benefits (identity theft protection, pet insurance, accident, and critical illness)