Job Description

PRIMARY FUNCTIONS

• MANAGES INBOUND INTERPRETATION CALLS: Is available to receive calls during the assigned working hours, in the approved home workstation at all times. At the moment, the interpreter will only take financial related calls, but in the near future, they may need to take medical or other industry related calls. Training will be provided.
• INTERPRETATION: Provides parties with clear and accurate interpretations using active listening skills to convey the targeted message with no add-ons or omissions, considering a wide range of customers, voices, accents, speaking tempos, personalities. Informs parties of relevant factors that may hinder the interpretation such as but not limited to weather, connectivity, or background noise.
• DOCUMENT INTERACTIONS: Confirms and updates activity logs by documenting interactions in detail in the CRM if required, using provided templates as a guide. Uses all available tools (CRM, Training Guides, Notes, Google, Supervisor support, Spell Check) to properly document interactions.
• ESCALATIONS: With the assistance of a support member, resolves and notifies escalations with a sense of urgency by: immediately notifying requests for supervisor, upset clients and/or cases that have not been properly resolved according to the established standards.
• CUSTOMER SERVICE: Provides the utmost care when managing customer scenarios by following the provided scripts and templates while complying with company service standards and code of ethics.
• MOTIVATION: Reflects a positive attitude and approach through actions and words, to help ensure an outstanding customer experience.

SECONDARY FUNCTIONS

• NOTIFICATION: Notifies of system issues promptly and looks to resolve the issue at hand within the extend of the position
• PARTICIPATION: Participates in chats or staff meetings to keep up to date on company or client changes.
• COMMUNICATION: Communicates professionally with clients and all staff team members following company policies and PROCEDURES.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Proficient accent-neutral, near-native English and Spanish.
• High school diploma or greater.
• 1-2 years of customer service environment experience preferred.
• Stable job history.
• Great attendance record.
• Prior interpretation experience is a plus but not required.
• Basic knowledge of PC and computer skills.

PREFERRED SKILLS

• Superior oral and written communication skills.
• Computer literacy with the ability to type a minimum of 20 WPM.
• Competency in a service organization environment.
• Ability to work independently and stay on task.
• Self-motivated, willingness to constantly improve.
• Attention to detail and be able to multi-task and prioritize work on a daily basis.
• The ability to focus in a fast-paced environment while handling calls in a courteous, friendly and well-spoken tone.
• Strong people’s skills and be able to communicate effectively both orally and in a written form.

Company Description

Akorbi Workforce Solutions provides technical, professional, high-volume staffing solutions in the U.S. and globally to support the contract, contract-to-hire, direct-hire, statement of work and payroll needs of Fortune 1000 clients.