Site Specialist

Job Title: Site Specialist

Reports To: Director of Enrollment

Department: Enrollment

Location: Phoenix, Arizona (in office four days per week)

FLSA Status: Non-Exempt, Full Time

About CEA CAPA

At CEA CAPA, we believe studying and interning abroad is a transformative experience. By immersing themselves in new cultures, our students gain valuable skills and perspectives that shape their futures.

We’re proud to be a recognized sector leader, known for our delivery of impactful academic, professional and cultural experiences. This is achieved through our dedicated global team who provide comprehensive guidance, instruction, support and resources to maximize the benefit of our students’ time abroad.

A sense of belonging is central to CEA CAPA’s mission. We foster a work environment that values diversity and is free from bias. Our hiring practices are based on professional qualifications, skills and competence.

With a footprint that spans 53 cities in 20 countries across Europe, Latin America and Australia our 450 strong global workforce deliver exceptional cultural experiences abroad to over 7,000 students per year.

Position Summary

The Site Specialist team serves a very important role in the organization by being students’ and families’ main point of contact and support system as they prepare for their academic experience abroad. The Site Specialist provides comprehensive advising for students on a broad range of study abroad programs, including academic year, semester, summer and short-term programs. The Site Specialist helps students by answering questions, creating reports, advising on student health and safety matters, credit transfer, the visa process, and housing while meeting retention goals. In addition, the Site Specialist works closely with international staff in order to best prepare students for their time abroad and serves as an expert of their designated sites.

Responsibilities

The job duties listed below are not all inclusive of what the employee may be responsible for. Other duties may be assigned.

· Retain students through the pre-departure process and successfully prepare them both logistically and culturally for their program

· Will be accountable to monthly and term based metrics around student retention, collection of confirmation payments, and facilitating quality advising phone calls

· Serve as primary point of contact (via phone, text, and email) for students and families from program acceptance through program start

· Develop and maintain extensive knowledge of program details and become an expert on designated sites

· Actively participate in weekly coaching sessions being prepared to discuss performance data, currant applicant concerns, and creative solutions to enhance team performance

· Monitor student progress to ensure effective communication in tandem with pre-departure deadlines

· Master the visa processes for several countries, and provide accurate guidance and advice to students

· Work collaboratively with various departments across the organization, both domestic and internationally to create and continue to improve the student's experience and business efficiencies

· Coordinate with Student Accounts department for general financial advising and payment plans

· Demonstrate an excellent level of customer service and an ability to respond professionally to common inquires and/or complaints from students, staff, employers or community at large

· Record detailed notes in Customer Relations Management tool (Salesforce) regarding all internal and external email, phone, text, and chat communications to ensure proper follow-up and effective customer service

· Ability to respect confidentiality and ethical boundaries with regard to student privacy

· Create and maintain site-specific program literature to help improve the pre-departure process

· Must have superior interpersonal skills with a demonstrated commitment to cultural diversity

Qualifications

Please provide a bullet point list of qualifications necessary for a candidate. If applicable, separate the lists by required and preferred qualifications. Studies show that men apply to jobs when they only meet 60% of qualifications but women will not apply unless they meet 100%.

If you believe study abroad experience is a plus, please reflect on the skill that experience provides and list the skills explicitly as opposed to study abroad experience.

· Bachelor’s degree

· 1-3 years of related student advising, advanced international travel and/or customer service experience preferred

· Experience studying, living, or working abroad preferred

· Ability to excel independently and collaboratively

· Experience using CRM databases, Salesforce preferred

· Proficient in MS Office: Word, Excel, Outlook, and PowerPoint

· Experience working in a cross-functional team

· Excellent oral and written communication skills

· Must thrive in a fast-paced, constantly changing environment

Physical Requirements: Please include any specific physical requirements of the position. You can find a list of commonly included requirements here.

Hours

This is a full-time position. Standard work schedule is (include times if needed; if the position allows for flexibility, include if this role operates within standard business hours Monday-Friday).