Customer Service Assistant Jobs

Reports to: Operations Manager

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

We seek a Customer Service Assistant (internally referred to as Operations Assistant) who will answer customer questions; review and update customer applications and documents in Salesforce; and screen applications, host companies, and partners. This position requires attention to detail, database work, and excellent customer service skills. The work environment is fast-paced and service-driven, with a successful candidate possessing the ability to learn quickly and to be very flexible with changing business needs.

This position requires attention to detail, heavy database work, and excellent customer service skills. The work environment is fast paced, and service driven, with a successful candidate possessing the ability to learn quickly and to be very flexible with changing business needs. The position requires superior customer support with heavy phone and computer usage. We use the Salesforce database and spreadsheets extensively, and this would be a good entry level position for an Excel wizard with customer service experience.

This position is for 40 hours per week, Monday through Friday, and will be a work from home position or hybrid if located in the San Francisco Bay Area.

Duties and Responsibilities

• Shipment of documents and materials domestically and internationally (e.g. via FedEx, UPS, DHL, USPS)
• Ensure compliance with established program guidelines throughout the season.
• 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 in updating/renewing required host employer business documents
• Vet employers via email, phone, and web searches to ensure job placements meet or exceed US government regulations.
• Attend weekly virtual regional team meetings and all-team meetings, attend special trainings.
• Review, process, and upload required documents.
• Answer questions promptly 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
• Review and process applications and job submissions.
• Use the Intrax database to confirm participant arrivals, monthly check-ins, and reported concerns.
• Relay urgent and/or escalated issues concerning participant safety and welfare to the applicable manager.
• Maintain accurate documentation of participant and employer contact.
• Receive and handle a high volume of incoming calls and emails from participants and employers.

Additional Responsibilities

• Other duties as assigned by the Operations Manager.
• Updating training materials and shared resources
• Assist with invoicing using QuickBooks

Required Experience

• Strong web-based technology skills
• Strong time management skills
• Ability to work in a team environment

Knowledge, Skills, and Attributes

• Can type 60 words per minute
• Interest in study abroad programs
• Genuine interest in learning new skills and systems
• Flexibility and ability to adapt to a continuously changing industry
• Ability to speak a foreign language preferred but not required
• Good a mathematics (useful for learning more about Excel)

Preferred Experience (not required)

• Excellent writing skills as depicted in cover letter
• Experience in at least one of the following: Excel (e.g., Pivot Tables); Word (e.g. Mail Merge), PowerPoint, Outlook
• Previous experience in a customer service environment (e.g., airport, retail, restaurant, office)
• Familiarity with other cultures/international experience
• Bachelor’s degree or equivalent experience
• Previous experience handling a high volume of incoming calls/emails

Performance Criteria

• Ability to meet strict deadlines
• Successfully respond to customers’ requests and communications in a timely fashion.

Salary Range

$24.00 - $27.00 per hour

Intrax Pay Transparency Statement:
The displayed pay range reflects the minimum and maximum target for new hire salaries for the posted position within the United States. Within the range, individual pay will be determined by different factors including work location, job-related skills, experience, and relevant education or training. Intrax also offers a comprehensive benefits package, which you can explore further in our career section of the Intrax website.

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THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT
To be considered for this position, please submit your resume and cover letter describing your experience and interest in working in the cultural exchange industry.
We will consider qualified candidates with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.