Job Title

Schedule & Availability - Evenings: 5:30 PM 8:30 AM (MondayFriday) - Full coverage: Saturday & Sunday - On-call position with a fixed stipend for availability and support. Key Responsibilities - Keep the emergency phone active and respond all calls and messages received. - Answer calls in clear, professional English - Assess situations, troubleshoot, and resolve or elevate appropriately. - Handle urgent situations including: - Airport transfers (delays, missed students, arrivals/departures, cancellations and rebookings) - Student housing or host family concerns - Lost or missing documents - Lockouts or urgent accommodation issues - Health-related incidents (hospital visits, mental health concerns) - Distinguish between emergencies and non-emergencies, reassuring students and scheduling follow-up with EF staff during business hours when appropriate. - Liaise with transfer companies, host families, EF staff, and sales offices as needed. - Escalate lifethreatening or critical cases to the School Director and EF emergency response team immediately. - Log the communication to the necessary channel. - Message the correct staff if attention is required immediately. Requirements - Fluent in English (spoken and written) - Fluency in an additional language is preferred, with Spanish, French, or Japanese considered an asset - Strong communication and problemsolving skills - Ability to remain calm under pressure and follow protocols - Reliable internet access and availability by phone (emergency phone provided by EF) - Flexibility to respond at all hours during coverage times Ideal Candidate A dependable problemsolver who can respond to emergencies with professionalism and empathy. Must be comfortable making quick decisions, reassuring students, and escalating when needed. Individuals who are able to work under pressure, and have the ability to multitask will succeed in this role. #J-18808-Ljbffr