Front Desk Associate Senior

How to Apply

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.

Job Summary

Department Summary:

The U-M International Center provides a variety of services and programs to assist international students, scholars, faculty and staff at the University of Michigan, as well as U-M students seeking opportunities to study, work, or travel abroad. For more information about the International Center and its services, see http://internationalcenter.umich.edu.

Position Summary:

The Front Desk Associate Senior provides high level customer service and administrative support for all areas of the International Center. The Front Desk Associate Senior 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.

Responsibilities*

60% CUSTOMER SERVICE

• Greet visitors to the International Center in a professional and friendly manner and notify IC staff members of guest's arrival.
• Assist international students, scholars, employees, and their dependents by answering basic questions and helping them locate university and campus resources by responding to in-person inquiries, email inquiries or telephone inquiries to the IC Front Desk.
• Direct students and scholars to the M-Passport student/scholar portal or to Wolverine Access for request submissions and address updates. Provide basic assistance to students/scholars who are having difficulty logging into the portal or updating their addresses.
• Answer questions and provide information from the International Center website or refer to appropriate IC personnel.
• Respond to questions about document submission.
• Respond to inquiries from the University of Michigan campus community.
• Direct students and scholars to the appointment scheduling and virtual drop-in system.
• Respond to email messages or assign email messages received through Team Dynamix software to appropriate IC staff and alert IC staff to emergent inquiries.
• Provide resource and referral information.
• Manage a multi-line telephone system including voicemail and recording outgoing messages as appropriate.

35% GENERAL ADMINISTRATION

• Assist with the training and daily supervision of front desk student employees.
• Maintain and update the front desk manual.
• Maintain the Knowledge Base for answers to Frequently Asked Questions.
• Initiate and facilitate International Center staff response to emergency situations and urgent issues.
• Assist in development of policies which impact front desk work.
• Manage incoming mail including picking up mail from the mailroom, sorting and distributing mail, and locating mail that is sent to the wrong department.
• Monitor office supply inventory and alert Business Services Manager when items need to be ordered.

5% OTHER DUTIES AS ASSIGNED

• Answer basic tax questions from international students and questions about tax prep software (e.g., Glacier, Sprintax).
• Maintain and periodically update the virtual presentation ("Getting Tax Ready") which provides an overview of the U.S tax filing system.
• Provide back-up assistance for the Faculty Staff Immigration Services (FSIS) unit in absence of the FSIS Assistant.
• Support Global Engagement and Education Abroad team on special projects and logistics.
• Participate in the International Center's International Student/Scholar Orientation Program.
• Participate as needed in programs, meetings, or committees as a member of the Student LIfe and International Center staff.
• Other duties as assigned.

Required Qualifications*

• High School Diploma or equivalent.
• Minimum Three to five years of office experience working as a member of a team.

Desired Qualifications*

• Bachelor's Degree
• Five or more years of office experience working as a member of a team.
• One year of experience as a supervisor.
• Previous experience working at a front or reception desk.
• Experience traveling or living in a foreign country.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes .

Additional Information

Position Criteria:

• 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 the international population (visa status, paperwork, etc.).
• Ability to triage client needs and appropriately refer to staff or other U-M units.
• Ability to learn basic concepts of the U.S. taxation of international students and scholars.
• Ability to exercise initiative, independent judgment, tact, and diplomacy.
• Familiarity with or ability to learn administrative information, communication, and Immigration case management systems used by U-M (e. g: Mpathways, TeamDynamix, Zoom, Terra Dotta).
• Intermediate computer skills including Microsoft Office (especially Word and Excel, google workspace).
• 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.

Working Conditions:

• This position will work from 8:00 am to 5:00pm with opening and closing responsibility at the International Center.

Physical Requirements:

• Ability to move equipment weighing up to 15 lbs. within the office or across campus.

Direct Reports:

• Assist with the training and daily supervision of front desk student workers.

Additional Information

Selected candidates whose start date is after 4/1/2024 or before 8/31/2024 will not be eligible for the university FY 24-25 salary/merit plan unless otherwise notified.

This role may have reporting obligations under Title IX and Clery.

Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas.

Salary may vary depending on qualifications, experience, and education of the selected candidate.

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Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.

Job Detail

Job Opening ID

253598

Working Title

Front Desk Associate Senior

Job Title

Administrative Assistant Sr

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Dsa Central Administ

Department

International Center

Posting Begin/End Date

8/23/2024 - 9/06/2024

Salary

$42,750.00 - $49,175.00

Career Interest

Administration