Operations Assistant (Mid-Atlantic Region)

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.

Position Summary 

The Operations Assistant is a full-time non-exempt position that provides customer service and support to international university participants and host employers participating in the BridgeUSA (J-1 visa) Summer Work Travel Program. 

The position will review and update participant applications and documents in Salesforce, research and secure housing for participants, and contact Host Companies to vet them for the Intrax Work Travel program. This position will assist the Director of Field Operations and Regional Account Manager in providing ongoing support for Work Travel participants after their arrival in the United States, specifically in the Mid-Atlantic region. 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. 

Duties and Responsibilities

• Receive and handle a high volume of incoming calls and emails from participants and employers.
• Answer questions 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, within one business day.
• 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 with problem solving urgent and/or escalated issues concerning participant health, safety, and welfare.
• Vet employers via email, phone, and web searches to ensure job placements meet or exceed US government regulations. 
• Assist in updating/renewing required host employer business documents.
• Provide support to host employers regarding participants working for them. Mediate concerns between employers and participants.
• Ensure compliance with established program guidelines throughout the season.
• Maintain accurate documentation of participant and employer contact.
• Use the Intrax database to confirm participant arrivals, monthly check-ins, and reported concerns.
• Assist in locating and securing housing leads for participants prior to their arrival in the United States and during their program when housing issues arise. 
• Attend weekly regional team meetings and all-team meetings, attend special trainings.

 Additional Responsibilities

• Assist in writing, reviewing, and updating employer job descriptions used for recruiting purposes.
• Review participant profiles and assist in the interviewing and selection of participants, on behalf of employers, at the direction of the Regional Account Manager.
• Make occasional visits to employers/participants at the direction of the Regional Account Manager and Director of Field Operations.
• Plan and implement Cultural Activities for participants in assigned region, at the direction of the Regional Account Manager. 
• Participate in Community Support Group meetings, Orientations, and Cultural activities at the direction of the Regional Account Manager and Director of Field Operations
• Provide support to Host Companies regarding Participants working for them. 
• Assist with problem solving urgent and/or escalated issues concerning Participant Welfare/Safety.
• Ensure Compliance with established program guidelines.
• Assist the Regional Account Manager and Field Support Coordinators in reporting to the US Department of State on Participant Issues.
• Other duties as assigned by manager and director.

 Required Experience

• Previous experience handling a high volume of incoming calls/emails
• Previous experience in a customer service environment
• Previous experience/ knowledge of the Bridge USA (J-1 visa) Summer Work Travel program preferred.
• Previous experience in cultural exchange program preferred. 
• Previous experience working remotely, from home-based office, preferred but not required. 
• Associates degree or equivalent experience
• Familiarity with other cultures/international experience
• Excellent writing skills as depicted in your cover letter
• Strong time management skills to handle periods of high volume 
• Proficiency in Excel, Word, Outlook. Previous experience in Salesforce a plus

Knowledge, Skills, and Attributes

• Ability to work in a home-based office while working remotely in a team environment
• Ability to work without direct/onsite supervision
• Must be available to be on-call for emergency support on a rotating schedule (approximately 1 week every 8 weeks)
• Strong organizational skills
• Strong Multi-tasking skills
• Previous call center experience preferred but not required 
• Strong technology skills. 
• Flexibility and an ability to adapt to a continuously changing industry
• A proactive, self-motivated personality, eager to identify new and better ways of achieving goals
• Ability to work in a fast-paced environment

Performance Criteria

• Ability to meet strict deadlines  
• Successfully respond to customers’ requests and communications within one business day.

Travel

• Driver’s License required 
• Must be available to travel domestically, as needed. Most travel is planned, but occasional, unplanned emergency travel possible with little notice before departure. 
• Estimated travel days 1-2 time per month.
• Estimated overnight travel 1 week per year.

Pay 

$20.00 - $25.00 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 applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.