Scheduling Coordinator (After Hours) - Chs

SUMMARY

Act independently to assess and accurately fulfill customer need for each request and collect appropriate information. Work to ensure customer satisfaction through timely confirmation of assigned interpreters and maintain and update Deaf consumer and business customer preferences for interpreters. Essential function of the role is to undertake a variety of administrative duties and support activities inside the department.

ESSENTIAL DUTIES

• Receives customer’s agreement, interpreter requests, and enters into scheduling platform.
• Ensures accuracy and completeness of information entered into platform and follows up on any additional information required to fulfill request.
• Acts independently to assess the demands of each job assignment. Determine needed competencies for each assignment and assigns qualified interpreter(s) accordingly. Responds in a timely and accurate manner to inquiries about interpreter services.
• Maintains contact with customers, Deaf consumers, and interpreters with customer service/experience values in mind.
• Makes quick decisions within our guidelines while dealing with unexpected situations.
• Exercises judgment and sets priorities in performing and completing multiple activities simultaneously while working with frequent interruptions.
• Maintains information on interpreters including which interpreter is appropriate for which assignment.
• Assists with invoicing/billing of customers.
• Provides On-Call and administrative assistance to employees who staff the after-hours schedule.
• Effectively communicates with customers information regarding application of existing laws requiring equal access for Deaf, DeafBlind, and hard of hearing people.
• Increases customer knowledge and understanding of the field of interpreting by explaining rules, policies and procedures, the demands of the interpreting job, and gathering as much information as possible about the assignment or potential assignment.
• Ensures accuracy and completeness of information given to interpreters. Obtains any additional information needed to answer questions interpreters may have about the assignment.
• Collects information about interpreter availability and preferences for assignments; enters it into the system
• Responds timely and accurately to inquiries about interpreter services.
• Works to ensure interpreter satisfaction through timely confirmation of assignment and any partners for the assignment while dealing with unexpected situations.
• Assists with preparation of department mailings and informational emails to interpreters.
• Works closely with team members to ensure work stays current and flows smoothly.
• Provide administrative and clerical support to the department. Assists with other duties as assigned.

REQUIREMENTS

• High school diploma or equivalent, BA preferred.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact, professionalism, and diplomacy.
• Excellent organizational skills and attention to detail.
• Must be able to communicate via standard telephone or video phone.
• Customer service, call center or other business background preferred.
• Time management: the ability to organize and manage multiple priorities.
• Strong analytical skills.
• Must be a strong team player.
• Familiarity with Microsoft Office Suite and other database systems.
• Ability to work independently and prioritize tasks.
• Ability to promote and adhere to company values.
• A commitment to a diverse, inclusive, and equitable work environment.
• Knowledge of sign language and Deaf culture desired, but not required.