Lead Client Services Specialist

Department Information 

The Office of International Affairs (OIA) is the hub of international activities at IU Indianapolis. Our office aims to graduate students who can operate in a globalized world, recruits and supports international students, oversees study abroad activities, and facilitates international engagement and partnerships.  

Job Summary 

OIA is seeking two part-time Lead Client Services Specialists (CSS) who will contribute to our office’s mission by providing stellar customer service to our clients. This position will be responsible for a variety of processes in our Front Desk operations and will take a leadership role in our team of Client Services Specialists.  

The Lead CSS will assist international students and scholars with immigration questions and support their overall adjustment to the IU Indianapolis campus. They will also help facilitate the international admissions process, provide transition support and advising to international students and scholars, and increase intercultural understanding and awareness through promotion of our events and programs.   

Work Hours  

The Lead CSS will work in-person during one of two shifts (we are seeking a Lead CSS for each of these shifts). (Please indicate which shift you are available for in your cover letter.)

Morning shift - 8:30am-1:30pm Monday-Friday 

Afternoon shift - 12-5pm Monday-Friday 

Essential Duties and Responsibilities 

35 % - Assist with walk-up interactions to OIA’s Front Desk. The Lead CSS will provide information to visitors to OIA regarding international admissions, international services and other topics, as well as general information about IU Indianapolis. They will work closely with other units in the office to assist clients. They will also check-in clients for meetings or events in OIA. Works with Client Services leadership to ensure that client needs are met in the most efficient way possible. Promote and maintain a welcoming and professional office atmosphere for all clients contacting the OIA. 

35 % - Manage the OIA email inbox and answer OIA’s main phoneline. Assign voicemails/emails to other Client Services staff. Answer general immigration queries, make judgment calls on the proper level of service, be sensitive to timing issues, and direct inquiries to the appropriate teams for assistance as needed.  

15 % - Manage intake of office mail. Process intake of student academic documents and mail items according to document processing protocol, sort items to the correct places, and alert appropriate staff when mail items are received. 

10 % - Lead key tasks at the Front Desk, including thorough documentation of all interactions, communication to in-office staff, and training of hourly student staff.  

Participates in selection and training of hourly student staff. Refines documentation using Word and Excel to support these activities.   

5 % - Other duties as assigned, including occasional projects. 

Skills Developed

Communicator – Students will learn how to be better communicators by building relationships with peers and fellow students. 
Problem Solver –Students will gain analytical skills and practice making judgment calls by evaluating current procedures and differentiating between standard inquiries and ones that may need additional attention. 
Community Contributor – Students will increase familiarity with and gain knowledge about other cultures through interacting with members of the community. 

Qualifications 

SKILLS 

Required 

Strong written and verbal communication skills, including ability to respectfully and effectively communicate with diverse groups of people  

Highly dependable and thorough 

Punctual for scheduled shifts 

Proactive and flexible team member 

Strong organizational skills; able to prioritize important tasks 

High degree of initiative 

Preferred  

Customer service experience 

International and/or study abroad experience 

Proficiency in Microsoft Office Suite – especially Outlook and Teams 

Previous work experience in higher education