SCHEDULER, INTERPRETING SERVICES

PEOPLE INC.; Buffalo (NY); On-site; USD 42,000 - 60,000; Full time

Job summary

PEOPLE INC. in Buffalo, NY is seeking an organized Scheduler/Customer Support colleague to manage interpreters and ensure ADA language access services meet standards.

You will coordinate freelance and staff interpreters, verify requests, and maintain client and contractor profiles. The role requires an Associate degree and several years in customer service, with strong problem solving, advocacy, and proficiency in scheduling software.

Qualifications

• Associate degree or equivalent from two-year college or technical school; three+ years in customer service-related experience and/or training.

Responsibilities

• Schedule freelance interpreters and staff interpreter(s).
• Schedule community, ACCES-VR, third-party video, VRI, CART and classroom requests for interpreters via telephone, email, and scheduling software.
• Confirm and verify filled requests and vouchers via emails or telephone.
• Create and maintain detailed database/profiles for deaf clients, customers and interpreters.
• Provide language access information to customers to encourage compliance with the ADA.
• Comfortable with advocacy/advocating for use of interpreters/CART/VRI/etc.
• Keeps track of assigning interpreters according to their certifications and skill level, and distributing jobs evenly amongst all interpreters.
• Provide assistance on customer questions and complaints.
• Support Interpreting Services Accounts Coordinator with onboarding new customers.
• Provide basic rate information for customers
• Manage a close professional relationship with independent contractors, customer, and deaf consumers.
• Navigate the interpreting software system to enter, cancel, or reschedule assignments.
• Uses interpreting system to advise interpreters on available assignments.
• Processes interpreter requests via email, telephone, and text messages.
• Work with Business Office as needed.
• Work with Interpreting Services Coordinator and Accounts Coordinator as needed.
• Strong technical skills working with computer scheduling software.
• Comfortable taking initiative, troubleshooting, problem solving, and applying critical thinking skills to their work.
• Skilled at researching and conflict resolution.

Skills

Customer service

Scheduling

Conflict resolution

Problem solving

Critical thinking

Advocacy

Education

Associate degree or equivalent

Tools

Scheduling software

Job description

Ensures that all sign language interpreting requests to the agency are filled and that services meet the standards required by the Registry of Interpreters for the Deaf, our customers and the deaf and hard of hearing communities that we are ultimately here to serve.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Schedule freelance interpreters and staff interpreter(s).
• Schedule community, ACCES-VR, third-party video, VRI, CART and classroom requests for interpreters via telephone, email, and scheduling software.
• Confirm and verify filled requests and vouchers via emails or telephone.
• Create and maintain detailed database/profiles for deaf clients, customers and interpreters.
• Provide language access information to customers to encourage compliance with the ADA.
• Comfortable with advocacy/advocating for use of interpreters/CART/VRI/etc.
• Keeps track of assigning interpreters according to their certifications and skill level, and distributing jobs evenly amongst all interpreters.
• Provide assistance on customer questions and complaints.
• Support Interpreting Services Accounts Coordinator with onboarding new customers.
• Provide basic rate information for customers
• Manage a close professional relationship with independent contractors, customer, and deaf consumers.
• Navigate the interpreting software system to enter, cancel, or reschedule assignments.
• Uses interpreting system to advise interpreters on available assignments.
• Processes interpreter requests via email, telephone, and text messages.
• Work with Business Office as needed.
• Work with Interpreting Services Coordinator and Accounts Coordinator as needed.
• Strong technical skills working with computer scheduling software.
• Comfortable taking initiative, troubleshooting, problem solving, and applying critical thinking skills to their work.
• Skilled at researching and conflict resolution.

MINIMUM QUALIFICATIONS:

• Associate degree (A.A./A.S.) or equivalent from two-year college or technical school; and three or more years in customer service-related experience and/or training; or equivalent combination of education and experience.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.