Position: Participant Services Associate
Reports to: Participant Services Manager
Department: Participant Services
Location: U.S. based remote (see location requirements below)
Who we are:
- CIEE is a non-profit 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 culturally diverse world.
Why work with us:
- You will change the world. CIEE builds bridges between different people, different countries, and different cultures. We help young people participate in high-quality international exchange and study abroad programs that bring the world together. We change lives, our alumni change the world. Be part of the change!
- You will receive a competitive total rewards package (only applicable for U.S. employees).CIEE provides all employees with exceptional benefits offerings that increase total compensation by up to 25%. Our top-tier benefits include:
- 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)
- You will be part of a fast-paced, international, diverse, and collaborative team of professionals. CIEE operates the largest nonprofit network of study-abroad locations, with facilities and staff in 29 countries. Additionally, we help international participants from over 140 countries come to the USA each year. Committed to excellence and solving whatever problem the world throws at them, CIEE professionals work on international teams and are dedicated to advancing our 75-year-old mission to make the world a more peaceful place.
Who you are:
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!
What you’ll do:
- 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
What you’ll bring:
The ideal candidate will possess:
- 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.
Location Requirements:
The position is available to candidates in the United States, except for candidates residing in:
- Washington (State)
- Colorado
- California
- Jersey City, NJ
Diversity Matters:
CIEE believes that diversity matters and that professionals with diverse backgrounds provide diverse approaches and ideas to solving problems and finding ways to advance our mission to bring the world together. Candidates from underrepresented groups with diverse backgrounds and experiences are strongly encouraged to apply.
Due to federal regulations, a reference and background check will be conducted as a condition of employment.
