Job Description

Reports To: Office Manager 

Department: Interpreting Services Location: St. Paul, MN

FLSA Status: Non-exempt hourly (40)

Apply by Sunday, February 26 2023.

For any question or to apply for this position, please send your resume and cover letter to Jimmy@kisasl.com 

SUMMARY

Interpreter Specialists ensure quality delivery and optimal accessibility to KIS Interpreting. Also providing information on services and products through our one-on-one customer assistance or consumer technical support. This position takes incoming requests from agencies, businesses, service providers and consumer end users, then resolves issues related to KIS products and services. This position requires extensive public relations over the telephone/videophone and email to respond to inquiries, fulfill service requests, resolve issues and promote KIS as the premier service provider in our market niche.

ESSENTIAL FUNCTIONS

• Handles incoming calls (voice and video), faxes, texts, chats, emails and social media contacts from customers needing help with a KIS product or service.
• Responsible for data entry of customer service events. Issues and resolutions.
• Find solutions to satisfy client requests as well as resolve customer and end user issues
• Provides 100% up-time service coverage for KIS
• Particpiates in continuous Zoom video conferencing call with other schedulers, during working shift. 
• On a rotating basis, will be responsible for responding to emergency requests after hours, on weekends and on holidays, via phone and email.
• Establish dedicated high-touch relationships with client, agency, business, service provider and community contacts in assigned service areas
• Support business development opportunities and enhance service by educating consumers on KIS product features and enhancements during service calls
• Participate in continuous training of technology/service delivery systems, stay up to date on current KIS product and service updates that affect the consumer user experience
• Follow established call scripts, FAQs, procedures, escalation flows, problem-resolution checklists and other guides to promote consistent efficient service quality standards
• Fulfill and consistently maintain day-to-day key performance service metrics
• Respond to escalated concerns and complex services issues
• Support agency contracts and ensure service level compliance to each
• Other administrative and service support duties as assigned.
  

KNOWLEDGE, SKILLS AND ABILITIES

To perform the essential functions of this position successfully, an individual should demonstrate the following competencies:

• Proficiency in American Sign Language, ASL. 
• Familiarity with Deaf culture and Deaf community. 
• Proficiency in Mac OS, MS Office suite, and Google suite.
• Familiarity with the Call Center system.
• Ability to filter a vast amount of information and determine appropriate action.
• Proficient data entry skills measured by speed and accuracy.
• Pleasant and friendly telephone/videophone demeanor and exceptional customer communication, follow-up and service skills are required.
• Possesses attention to detail and organization skills. 
• Skilled in juggling multiple schedules in a real-time environment.
• Ability to work from home with minimal distractions. 
• Ability to work as video remote team connected via Zoom.
• Ability to lead team. 
• Works with minimal supervision. 
• Ability to maintain confidentiality of highly sensitive information and comply with HIPAA and other privacy requirements
• Must be able to communicate effectively both verbally and in writing, utilizing continual use of zoom meeting room, electronic instant messaging, email as well as online web forums with consumers and end users

QUALIFICATIONS

• Experience working in a contact center environment and/or providing front-line service desk/end-user support to consumers
• Leadership experience preferred 
• High school diploma required, some college preferred
• Available to work after hours and weekend, as required 
• Knowledge or experience in Interpreter services fields and/or supporting consumer products and services to the Deaf/hard of hearing community
• Proficiency in American Sign Language 

WORK ENVIRONMENT / PHYSICAL REQUIREMENTS

This position operates in a home office environment, regularly working in indoor conditions and on a computer with high phone, videophone, zoom, chat and email usage. The noise level is usually moderate. The employee is occasionally required to stand and walk, you must occasionally lift and/or move up to 20 pounds.

For any question or to apply for this position, please send your resume and cover letter to Jimmy@kisasl.com