Customer Service Assistant

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 Customer Service Assistant (internally referred to as Operations Assistant) position provides customer service and support; is primarily tasked with ensuring candidates are eligible for, and promptly receive, their visa support documents; will answer customer questions; review and update customer applications and documents; screen applications, prospective host companies, and potential overseas partners; as well as assist with international event planning.

This full-time,entry-level position requires attention to detail working across databases, and excellent customer service skills. The work environment is fast-paced, with a successful candidate possessing the ability to learn quickly and to be very flexible with changing business needs. The position conducts superior customer support by phone, email, and in meetings. We use spreadsheets extensively and this would be an ideal position for a self-starter, an Excel wizard with customer service experience, a person with travel/hospitality industry experience, or someone eager to learn new skills, or who has practiced many of these skills (e.g. through past volunteer experience). 

This position is for 40 hours per week, Monday through Friday, and will have a Hybrid Work Schedule based out of our San Francisco global headquarters (3 days onsite/2 days remotely – Tuesdays and Thursdays required at the office for all staff – subject to change). 

This role is housed within the Work Travel Operations Team and reports directly to the Operations Director. While the position sits within the Work Travel Operations group, the successful candidate will partner closely with teams across the corporation, including aiding the Global Recruitment team with event planning.

This is a cross-functional role requiring strong collaboration, communication, and prioritization skills. Day-to-day work will involve coordinating with multiple company departments while maintaining a clear reporting line and performance management structure within the Work Travel Operations Team.

Duties and Responsibilities

• Assist Manager with batching data from our systems to federal systems (e.g. to Student and Exchange Visitor Information System – SEVIS) 
• Meet regularly with Operations and Account Manager teams to ensure the proper function of routine application processes
• Assist with deployment of DS-2019 forms and monitor for up/download disruptions
• Assist with occasional requests relating to J-1 insurance
• Assist with inquiries from federal agencies (e.g. State Department, Homeland Security).
• Vet proposed host companies (e.g. via email, phone, document review, web searches) to ensure that proposed placements meet or exceed U.S. government regulations. 
• Review and process applications/documents. 
• Occasional shipment of documents and materials domestically and internationally (e.g. participant tax documents/paychecks via FedEx, UPS, DHL, USPS)
• Handle and document incoming/outgoing calls/emails.
• 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.
• Ensure compliance with established program guidelines throughout the season.

Additional Responsibilities

• Update training materials and shared resources
• Other duties as assigned 
• Attend biweekly virtual team meetings and all-team meetings, attend special trainings.
• Must be available on an on-call basis on a rotating schedule.

Required Experience

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

Knowledge, Skills, and Attributes

• Genuine interest in learning new skills and systems
• Flexibility and ability to adapt to a continuously changing environment
• Ability to type 60 words per minute
• Good at mathematics (useful for learning more about Excel)

Preferred Experience (not required)

• Previous experience in a customer service environment (e.g., airport, event planning, retail, restaurant, office)
• Previous experience handling a high volume of incoming calls/emails
• International travel experience
• 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
• Ability to speak a foreign language preferred but not required
• Interest in study abroad programs
• Bachelor’s degree or other training

Performance Criteria

• Ability to meet strict deadlines  
• Successfully respond to customers’ requests and communications within 24 hours.

Salary Range

 $26.00 - $29.00 per hour based on previous experience

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.

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.