Pittsburgh-based Chinese education consulting and placement firm WholeRen Education (美国厚仁教育集团) has announced an opening for a Chinese-speaking Student Management Services Advisor.
Candidate will play a crucial role in shaping the global leaders of tomorrow while working to collaborate with a team at AHS to deliver exceptional American Chinese exchange programs. The Student Services Management Coordinator works closely with Chinese applicants and natural parents throughout their program to ensure that they have completed application materials and are well prepared to succeed while on the program. The coordinator is expected to cooperate with the AHS Team to develop new processes to achieve efficiencies and provide superior customer service to our students and their parents.
Primary Responsibilities:
- Ensure participant applications are complete, following up with parents and applicants as needed.
- Create Chinese version of host family profile for student review.
- Create English version of student profile for host family review.
- Manage communication with parents and applicants including homestay acceptance, delivery of visa information, program dates, travel itineraries, and program updates
- Plan and implement pre-departure orientations
- Assist with logistics of participant travel, including coordination with travel agent and parents and participants
- Prepare material and conduct pre-departure orientations
- Update Student database after departures and returns to ensure participant status with is up-to-date
- Provide ongoing student support services including, cultural competency and conflict resolution skills, academic support referrals as needed.
- Meet with manager weekly to review and resolve participant issues; escalate cases as necessary.
- Document significant communication with partners, parents, and students
- Available for 24/7 on call support services on rotating basis
- Communicate and coordinate with all members of team to support program sales and to achieve team goals
- Monitor program content (dates, deadlines, pricing) and produce timely updates of program information
- Foster trusting relationships with students and parents from receipt of application until departure.
- Promote and maintain an alumni network and organize communication between alumni and AHS.
- Other duties as assigned on high level service students
- Responsible for student emergency situation related to emergency phone calls
- Assist student with completion of missing immunization, applying for bank account, phone card, medical insurance etc.
- Attend school orientation and parents’ meeting if needed, regular communicate with school teacher and keep the parents informed of student’s performance and grades at school.
- Set up and manage AHS online student system, upload monthly report.
- Advise and communicate with parent about the monthly report content.
- Assist LC with arrangements for group events every two months.
Requirements:
- Bachelor degree required
- 2 years administrative or related experience required
- International travel or study abroad experience is a plus
- Chinese language skills required
- Excellent verbal and written communication skills required
- Strong skills in Microsoft Excel
- Strong organizational skills and attention to detail required
- Ability to manage multiple projects and deliver results in a timely manner
- Ability to communicate information across cultures via email, phone and skype on a regular basis
- Ability to communicate outside regular business hours, as needed
- Strong customer service skills required
- Good judgment and ability to build rapport with high school participants r
- Personable and team-oriented
- Experience working across teams and departments to successfully complete tasks and projects within targeted time lines
*Due to federal regulations, a background check will be conducted as a condition of employment.
KPI: Decrease Lead conversion time
Increase average monthly sales volume
Percentage of sales from existing customers
Percentage of sales from new customers
Percentage of sales from referrals
Reduce student application approval process time
Alumni network growth year over year
Decrease student moves year over year
Improved agent and natural parent satisfaction ratings
Improve application compliancy
Job Type: Full-time