Case Management Associate The Cambridge Institute of International Education - Waltham, MA and Orange County, CA JOB TITLE: Case Management Associate JOB Type: Intern/Full-time LOCATION: Waltham, MA POSITION OVERVIEW • Work close with our counselors, school officials, natural parents and other departments to seek and to provide quality support to international students • Monitor the procedures and progress of service providing by counselors • Manage multi cases and ensure the service quality • Build the pattern to provide services in order to save time and cost • Maintain relationship with the current customers to help marketing team ESSENTIAL FUNCTIONS • Be responsible for all the cases and ensure to provide qualified services to all the customers. • Keep interaction with our counselors, school officials, natural parents and other departments to fulfill the expectations of customers • Maintain the relationship with customers to help marketing team re- sell more products and get referral • Provide current customers’ feedback to marketing associate to help promote the products • Follow up with the customers to understand their needs and later help to improve the services • Manage multi customers at the same them, fulfill their expectation and solve issues • Build procedures and function to track the customers • Interact with to seek and to provide quality support to international students REQUIRED KNOWLEDGE SKILLS AND ABILITIES • Strong communication and interpersonal skills, able to communicate in simple language and highlight key points Friendly and approachable. • Bilingual in Mandarin and English; need to be fluent in both languages • Cross-cultural experience: living and working experience in both English speaking and Chinese speaking countries. • Strong problem solving skill, understand the customer needs, provide workable step-by-step approach to meet expectation and resolve issues. • Passionate about international education; detail-oriented and organized • Must be positive, and customer service orientated • Work independently under pressure • A fast-learner and team player • Proactive and flexible to changes • Demonstrated ability to manage multiple projects on strategy and on time • Excellent written, oral communication and presentation skills • Flexibility and willingness to work and communicate outside normal business hours REQUIRED EDUCATION AND EXPERIENCE • Bachelor’s degree or higher • Proven experience in working with high school students • Proven experience in project management and marketing development • Experience conducting business and building relationships in phone and email, with excellent phone, interpersonal, verbal and written capabilities Apply: please send your resume with cover letter to [email protected] thecambridgeinstitute.org The Cambridge Institute of International Education is a Boston-based educational consulting firm that increases international participation in American private high schools and strengthens the ability of those institutions to educate international students. Founded in 2009, Cambridge now partners with over 200 private high schools, public high schools, colleges and universities served by eight offices in the U.S., China and South Korea. Since fall 2010, Cambridge has generated over $110 million in tuition alone for its partner schools and has established itself as a leader in developing sustainable international student programs. The Cambridge Institute offers comprehensive consulting services to private high schools, including market entry assistance, student recruitment services, strategic brand management, cultural competency resources, academic support and professional, year-round program management. Since 2011 , Cambridge has proudly offered comprehensive residential solutions through its sister company, gphomestay.