call center representative Dedham, MA
Northeastern University
Full Time
Dedham, MA
52157 - 41541 USD ANNUAL Today
Job description
About the Opportunity
JOB SUMMARY:
The Enrollment Contact Representative serves as the front line contact (via phone, email and chat) for parents and students and assists in the successful recruitment, enrollment and retention of prospective and current Northeastern international students and scholars destined to or at all our global campuses . The Enrollment Contact Representative will be expected to demonstrate leadership and problem-solving skills in making sound independent professional judgment to facilitate services for students while depending on an extensive knowledge base from the Office of Global Services (OGS) that will offer required information to support students.
This position will require a flexible work schedule that may include some early evening hours. It will be based in Dedham. Some training will be conducted on Boston main campus.
RESPONSIBILITIES INCLUDE:
- Assist prospective students with pre-arrival, student/scholar visa, pre-departure, travel, and post-arrival support.
- Assist students in successfully navigating the I-20/DS-2019 (USA), Proof of admissions (Canada) and Confirmation of Acceptance for Studies/CAS (U.K) visa processes, with the ultimate goal of building a relationship between the students and the university.
- Assist current students with immigration compliance, travel, Curricular Practical Training (CPT)/Co-ops, graduation, and Optional Practical Training (OPT)/Post work study rights.
- Advise and assist F-1/J-1 students and scholars for US campuses, Study permit for Canadian Campuses and Confirmation of Acceptance for Studies (CAS) with tier 1 questions regarding travel to the U.S., employment benefits and reporting requirements, maintenance of status, etc.
- Advise students of approaching important deadlines.
- Advise students of available Northeastern student service resources available to them and how to obtain these services.
- Act as a liaison for students to those services to assure the student’s questions and concerns are being addressed
- Follow established escalation matrix to appropriately connect students with OGS. Facilitate virtual appointments, phone calls, walk-in meetings to support student service requirements.
- Maintain a knowledgeable base for all areas supported by the Contact Center..
MINIMUM QUALIFICATIONS:
- This position will require excellent interpersonal and phone etiquette, a positive outgoing personality, the ability to work in a fast paced, ever changing environment, a self-starter attitude, ability to use critical thinking skills, organization, use professional judgement and possess technological literacy. Individuals must be willing to work in a metrics driven position.
- Minimum of Associate’s Degree or equivalent, is required. Strong interpersonal, phone, and communication skills required.
- Customer service experience is essential, previous Contact Center experience is ideal.
Ability to understand and effectively communicate government/immigration regulations and university information. - Prior experience working with International students or immigration firms supporting F/J visa programs a plus.
- Excellent organizational, and communication skills are required. The candidate should have some experience in working with various databases and system software. A demonstrated sensitivity to the understanding of the needs and concerns of a diverse population is also essential.
Position Type
General AdministrationAdditional Information
Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit
https://hr.northeastern.edu/benefits/
for more information.Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.
All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.
To learn more about Northeastern University’s commitment and support of diversity and inclusion, please see
www.northeastern.edu/diversity
.
