A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The International Center, a unit within the Division of Student Life, focuses on student learning and the development of the whole student in an inclusive campus community. In collaboration with its campus partners, the International Center serves the international population, facilitates intercultural and international education, and works to foster a global campus community. Please see the following link for more information about the International Center: http://www.internationalcenter.umich.edu/.
The Front Desk Associate provides high level customer service and administrative support for all areas of the International Center. The Front Desk Associate provides information and education to F-1 international students, J-1 exchange visitors, dependents, and academic units on matters related to federal immigration regulations. The position also informs the international population and campus units on procedures for work authorization, the submission and processing of a variety of immigration and work authorization related documents, and supports international students in achieving their educational goals. This position manages the multi-line phone system and the email ticketing system. The position is an FLSA non-exempt position which reports to the Business Services Manager and Assistant Director for International Student and Scholar Services.
70% CUSTOMER SERVICE
Greet visitors to the International Center in a professional and friendly manner and log in guests to see IC staff members
Assist international students, scholars, employees, and their dependents by answering basic questions and helping them locate university and campus resources either as walk-ins, email queries or telephone inquiries to the IC Front Desk
Answer questions and provide information from the International Center website or refer questions to appropriate IC personnel
Respond to inquiries of the University of Michigan campus community
Schedule international students and scholars for appointments
Respond to or assign email messages received through Footprints software to appropriate IC staff
Register international student and scholars for mandatory check-in, workshops and programs
Provide resource and referral information
Operate a multi-line telephone system
Process immigration document packages for shipping to students
Oversee imaging processed by temporary employees for accuracy and efficiency
Participate in the International Center’s International Student/Scholar Orientation Program
30% GENERAL ADMINISTRATION
Assist with the training and supervision of temporary and student front desk staff
Maintain front desk manual
Initiate and facilitate International Center staff quick response to emergency situations
Assist in development of policies which impact front desk work
Enter data for evaluation summaries of programs and orientation events
Prepare letters and provide administrative assistance
Pick up mail from mailroom, sort and distribute
Monitor office supply inventory and order supplies through Market Site when items need to be ordered
Provide administrative support to the Director of the International Center
Provide back-up assistance for the Faculty Staff Immigration Services (FSIS) unit in absence of the FSIS Assistant
Other duties as assigned
High School Diploma
One year of office experience working as a member of a team
Previous experience working at a front or reception desk
Demonstrated ability to provide excellent customer service
Experience or interest in working with individuals from diverse cultures
Ability to learn basic concepts pertaining to immigration in order to work with international population (visa status, paperwork, etc)
Ability to triage client needs and appropriately refer to staff or other U-M units
Ability to explain information clearly
Ability to exercise initiative, independent judgment, tact, and diplomacy
Familiarity with or ability to learn administrative information systems used by U-M (eg: PeopleSoft)
Intermediate computer skills including Microsoft Office (especially Word and Excel.)
Excellent interpersonal communication, written communication, and customer service skills
Administrative, organizational, and problem solving skills, including excellent attention to detail and the ability to meet deadlines, and adapt to rapidly changing demands and priorities
This position is responsible for opening the International Center with working hours of 7:45 a.m. to 4:45 p.m.
This role may have reporting obligations under Title IX and Clery.
Salary may vary depending on qualifications, experience, and education of selected candidate.
Please note: Relocation will not be offered for this position.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 194426
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.