Customer Support Jobs at University of Rochester with Visa Sponsorship
University of Rochester hires Customer Support professionals across its medical center, academic departments, and administrative offices, offering roles that blend service expertise with institutional mission. The university has a consistent record of sponsoring international workers in this function, supporting candidates through H-1B, E-3, and other pathways.
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Get Access To All JobsINTRODUCTION
As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
JOB LOCATION (FULL ADDRESS): 211 Bailey Rd, Rochester, New York, United States of America, 14586
OPENING Worker Subtype: Regular
TIME TYPE Full time
SCHEDULED WEEKLY HOURS 40
DEPARTMENT 500286 Lab Client Services
WORK SHIFT UR - Day (United States of America)
RANGE UR URC 205 H
COMPENSATION RANGE $19.62 - $26.49
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities
Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department. Provides professional and expeditious quality customer service. Investigates and resolves problems internally and externally. Assists with the direction of the daily operations of the department. Coordinates the requisition and report processes.
ESSENTIAL FUNCTIONS
- Directs work flow of Customer Support Representatives based on the status of the call queue. Oversees the daily assigned work schedule, including task assignments. Makes ad hoc work schedule adjustments due to situational changes and workload demands. Provides advanced phone support to team for issues needing immediate attention and problem resolution, such as answering questions, speaking directly with clients and/or providing follow up. Serves as resource to Outreach Account team, makes recommendations to improve processes, assists with training, communicates policies and procedures, monitors supplies and provides input on staff performance.
- Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution. Conducts reviews to ensure compliance regulations are met and maintained. Oversees printing process of laboratory reports from all areas of URMC Labs, including equipment and software functionality, quality review, packaging, distribution and problem resolution. Provides advanced phone support to team needing immediate attention and problem resolution, such as answering technical questions and providing back up to the Advanced Resources Representative.
- Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.
- Handles physician requests for additional specimen testing. Calls/faxes results to physicians as requested.
- Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
- Dispatches on call phlebotomist for STAT and after hours specimen collections.
- Other duties as assigned.
MINIMUM EDUCATION & EXPERIENCE
- Associate's degree and 1 year of clinical laboratory or medical experience required
- Or equivalent combination of education and experience
LICENSES AND CERTIFICATIONS
- Valid NYS driver’s license upon hire required
The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.
INTRODUCTION
As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
JOB LOCATION (FULL ADDRESS): 211 Bailey Rd, Rochester, New York, United States of America, 14586
OPENING Worker Subtype: Regular
TIME TYPE Full time
SCHEDULED WEEKLY HOURS 40
DEPARTMENT 500286 Lab Client Services
WORK SHIFT UR - Day (United States of America)
RANGE UR URC 205 H
COMPENSATION RANGE $19.62 - $26.49
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities
Serves as a customer service representative and technical resource in the Pathology and Laboratory Medicine Outreach Customer Support Department. Provides professional and expeditious quality customer service. Investigates and resolves problems internally and externally. Assists with the direction of the daily operations of the department. Coordinates the requisition and report processes.
ESSENTIAL FUNCTIONS
- Directs work flow of Customer Support Representatives based on the status of the call queue. Oversees the daily assigned work schedule, including task assignments. Makes ad hoc work schedule adjustments due to situational changes and workload demands. Provides advanced phone support to team for issues needing immediate attention and problem resolution, such as answering questions, speaking directly with clients and/or providing follow up. Serves as resource to Outreach Account team, makes recommendations to improve processes, assists with training, communicates policies and procedures, monitors supplies and provides input on staff performance.
- Coordinates the customer requisition process, including design, revision, ordering, delivery and problem resolution. Conducts reviews to ensure compliance regulations are met and maintained. Oversees printing process of laboratory reports from all areas of URMC Labs, including equipment and software functionality, quality review, packaging, distribution and problem resolution. Provides advanced phone support to team needing immediate attention and problem resolution, such as answering technical questions and providing back up to the Advanced Resources Representative.
- Answers telephone calls, providing routine information related to test results, testing/specimen requirements or other technical information, as well as general product or service information.
- Handles physician requests for additional specimen testing. Calls/faxes results to physicians as requested.
- Dispatches courier services as assigned for specimen pick-ups and deliveries, as well as delivery of supplies.
- Dispatches on call phlebotomist for STAT and after hours specimen collections.
- Other duties as assigned.
MINIMUM EDUCATION & EXPERIENCE
- Associate's degree and 1 year of clinical laboratory or medical experience required
- Or equivalent combination of education and experience
LICENSES AND CERTIFICATIONS
- Valid NYS driver’s license upon hire required
The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.
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Get Access To All JobsTips for Finding Customer Support Jobs at University of Rochester Jobs
Align your experience to institutional service contexts
University of Rochester's Customer Support roles span patient services, student affairs, and IT help desks. Frame your resume around high-volume, multi-stakeholder environments rather than retail or general call center experience, which maps poorly to higher education hiring criteria.
Confirm OPT eligibility before your first interview
If you're on F-1 status, verify your OPT start date aligns with the role's expected hire date. Universities often have rigid onboarding calendars tied to academic semesters, so a timing mismatch can delay your start even after an offer is extended.
Target departments with high administrative headcount
University of Rochester's Medical Center and enrollment services divisions consistently post Customer Support openings. Focusing your search on these units improves your odds of landing a role tied to a team already familiar with sponsorship workflows and USCIS petitions.
Use Migrate Mate to filter open roles by visa type
Search University of Rochester's current Customer Support openings on Migrate Mate, filtering specifically by the visa types you're eligible for. This surfaces roles where sponsorship is already confirmed, cutting out positions that list it as case-by-case.
Raise sponsorship specifics after a verbal offer
University HR teams typically route sponsorship questions to their international employment office once an offer is made. Ask directly which visa pathway they intend to file, whether they cover USCIS filing fees, and what their standard processing timeline looks like before you sign anything.
Understand the E-3 advantage if you hold Australian citizenship
The E-3 visa has a 10,500-slot annual cap that's never been exhausted, meaning no lottery and faster processing than H-1B. For Australian nationals pursuing Customer Support roles at University of Rochester, this is almost always the faster path to a start date.
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Find Customer Support at University of Rochester JobsFrequently Asked Questions
Does University of Rochester sponsor H-1B visas for Customer Supports?
Yes, University of Rochester sponsors H-1B visas for qualifying Customer Support roles, particularly where the position requires a bachelor's degree in a relevant field such as communications, information technology, or business administration. Because H-1B is a specialty occupation visa, not every Customer Support title will qualify automatically. Roles with clearly defined degree requirements and technical or administrative complexity are the strongest candidates for H-1B petitions.
How do I apply for Customer Support jobs at University of Rochester?
Applications go through the University of Rochester's official careers portal, where each posting includes the required qualifications and department details. You can also browse open Customer Support positions at University of Rochester filtered by visa type on Migrate Mate, which shows roles where sponsorship has been confirmed. Tailoring your application to the specific department, whether medical center operations, IT support, or student services, meaningfully improves your chances.
Which visa types does University of Rochester commonly use for Customer Support roles?
University of Rochester sponsors a range of visa categories for international workers in Customer Support functions. H-1B is the most common for degree-holding candidates, while E-3 is the standard route for Australian citizens. F-1 OPT and CPT allow students already enrolled at or near the university to work during or after their programs. TN visas are available for Canadian and Mexican nationals in qualifying occupational categories, and J-1 is used for certain exchange-based appointments.
What qualifications are expected for Customer Support roles at University of Rochester?
Most Customer Support positions at University of Rochester expect a bachelor's degree or equivalent experience, particularly for roles within the medical center or administrative offices where regulatory knowledge or technical troubleshooting is involved. Communication skills, familiarity with CRM or ticketing systems, and experience in high-volume service environments are consistently listed in job postings. For visa sponsorship purposes, having a degree directly relevant to the role's function strengthens the specialty occupation determination.
How do I think about timing when pursuing a sponsored Customer Support role at University of Rochester?
Timeline depends heavily on which visa pathway applies to you. F-1 OPT can begin within days of USCIS authorization, while H-1B petitions filed under the standard cap have an October 1 start date tied to the federal fiscal year. E-3 consular processing typically runs two to four weeks once your employer has a certified Labor Condition Application from the DOL. Building a realistic start-date conversation into your offer negotiation avoids misaligned expectations with the university's hiring timeline.
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