Team Lead, OGS Customer Service

Nov 21, 2017
Institution Type
Four-Year Institution

Northeastern University

Team Lead, OGS Customer Service

Requisition Number: STFR004192

Division/College: Enrollment Management

Location: Boston Main Campus

Full-time/Part-time: Full Time


Under the direct supervision of the Senior Associate Director of OGS Office Operations, the Team Lead assists the Sr. Director by coordinating the operations of OGS' Customer Services and office management, including initial advising and communication functions of OGS' interactions with students and other clients. S/he, in the absence of the Sr. Director of OGS Office Management, acts as the respondent to inquiries from College departments, the community, and/or external agencies. The Team Lead assists the Sr. Director in supervising the hiring and training of administrative services professionals, technical/support staff, and/or student workers. S/he supports the Sr. Director in deriving reportable metrics by functional area in conjunction with the OGS Team Managers and makes recommendations on staffing needs, office communication and documentation, website updates, and staff training. Working closely with the Sr. Director and collaborating with other OGS managers, the incumbent handles complex customer service situations, monitors and measures the office workflow, including referrals to the OGS technical teams. This position also serves as a liaison to facilitate the flow of support between technical teams and Student Support and Programming team, as well as other special project teams convened by the OGS management.

The Team Lead will serve as the frontline contact for students, scholars and others who seek the services of the OGS by providing front desk office coverage and by screening immigration-based inquiries from students and scholars, both in person and on the phone. The Team Lead will answer phone calls, screen and direct phone calls to appropriate OGS staff, take messages and schedule and maintain student and scholar appointments. The Team Lead will also be responsible for creating job tickets and routing work flow to the appropriate OGS staff.

This position will provide assistance with initial screening and review of applications for all benefits requested by international students, including but not limited to, I-20 requests, on campus and off campus work authorization, and travel endorsements. The Team Lead will work closely with OGS DSOs, University Co-op Coordinators and SEVIS Contacts to ensure student applications are complete and processed in a timely manner. Utilizing both department and University wide systems. S/he will help to determine if students are maintaining their status and eligible for the benefits they are applying for. This position will aid in data entry into the OGS batching system. As needed the Team Lead will support all other OGS activities, including Travel Signature Sessions, Orientations, and OGS Student Sponsored Programs.


Associate’s degree required (Bachelor’s degree preferred), with 3-4 years of professional work experience. Some knowledge of or training in international student advising (F-1 and J-1 visa classifications) plus a strong customer service background is preferred. Must be detail-oriented, have excellent organizational skills and ability to prioritize and multi-task in a constantly demanding work environment. S/he should possess thorough knowledge of office procedures and exercise good judgment, discretion, and patience. The incumbent must be familiar with and a comfortable working with computer database systems and PC-based network environment.

Additional Information:

To be considered for this position please visit our web site and apply on line at the following link: [email protected]

Northeastern University is an Equal Opportunity, Affirmative Action Educational Institution and Employer, Title IX University. Northeastern University particularly welcomes applications from minorities, women and persons with disabilities. Northeastern University is an E-Verify Employer.


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