Teacher Support Advisor

Summary

The Teacher Support Advisor serves as the main point of communication between the company and all VIF applicants and educators.  The Advisor works to provide all necessary information and to answer all applicant, candidate and educator questions from the first inquiries about VIF to completion of participation in the Program.  The Advisor responds to questions from VIF educators and applicants in a compassionate and professional manner by first identifying the nature of the issue and determining the steps for appropriate resolution.  The Advisor works closely with other members of the VIF staff to facilitate placement, ensure a smooth transition to the U.S., and resolve educator issues. 

Essential Functions

• Provides customer support to all applicants in a courteous, professional and efficient manner and manages cultural or emotional issues compassionately.
  • Responds to all concerns with appropriate information and provides additional resources when necessary
  • Ensures that very sensitive or urgent issues are addressed quickly and that management is informed appropriately.
  • Ensures follow-up is provided either by Teacher Support or another VIF staff member.
  • Works with the Teacher Support team to continuously improve service and processes.
  • Has knowledge of VIF Program mission, requirements, policies, processes and where to find additional information required in order to answer all applicant and educator questions.
  • During the application process, provides all necessary information in a timely and appropriate manner and contacts applicants as needed for phone interviews, retention calls, to request documents, coordinate placements, make offer calls, and ensure the teacher is ready to travel to the US.
  • Proactively cultivates relationships with teachers in an effort to retain prospects and current teachers in our program, keeping them positively engaged in the overall VIF experience.
  • Performs teacher-related logistical functions such as mailings, outbound calling projects, assisting in new teacher Orientation, and attending events as needed.
  • Works closely with other departments, especially placement and admissions, to communicate necessary information to all teachers in a timely manner, and serves a key role during the application process and placement season.
  • Maintains careful records of all communications with applicants and educators.

  Supervisory Responsibilities

  • None

  Required Knowledge, Skills and Abilities

  • Computer skills: MS Office required
  • Demonstrates superior verbal and written skills
  • Has strong organizational and problem solving skills
  • Ability to prioritize and manage many priorities
  • High-level interpersonal skills and ability to work effectively in a team
  • Preferred fluency in at least one language other than English
  • Ability to work flexible and/or extended hours as well as weekends when necessary required

  Educational and Experience Requirements

  • Customer service, technical support or call center experience preferred.
  • College degree required.

  Key Competencies

  • Is discrete and thoughtful
  • Demonstrates enthusiasm, flexibility, patience, and compassion

  Key Measures

  • Timeliness of key communications, including phone interviews/courtesy calls, documents follow-up, district interviews, and offer calls
  • Timeliness of email and phone responses with applicants and educators
  • Demonstrated practice of responding appropriately to educator questions and issues
  • Demonstrated practice of properly documenting all interactions with applicants and educators

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