Job Description

Title Customer Service Associate, R.I.O. (Remote Interpretation Ontario), Language Services Position Type: Permanent, Full-time
Expiry Date: 2023/03/07 Short Description Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. The Centre envisions a future in which Toronto\xe2\x80\x99s diverse communities achieve health with dignity. We are looking for a dynamic, tech savvy and responsive individual with a broad skill base for the Customer Service Associate, R.I.O. This role involves customer relations and training, schedule management, tier one tech support, records management, reporting, and support of day-to-day business operations. The successful candidate will be creative and innovative, and will follow through on tasks and projects in a responsive, adaptable, and personable manner. Keys to this role are: (1) the ability to negotiate the complexities of customer and staff interactions in an efficient, calm, and solution-oriented manner in order to achieve positive outcomes; (2) insightful, expedient, and thorough troubleshooting to get to the root cause and resolution; (3) commitment to on-going improvement; and (4) ability to manage the unexpected. RESPONSIBILITIES:

• Provide first-point-of-contact customer support for interpreters, customers, and network partners of the remote interpreting service operations.
• Provide tier one tech support for remote interpreting service issues reported by both customers and interpreters.
• Provide onboarding and training of new customers.
• Produce monthly staffing schedules for remote interpreting services.
• Support the on-going development of a solution-oriented issues resolution process.
• Support for QI ( quality improvement) initiatives within Language Services.
• Troubleshoot and liaise with IT and telecom tech support.
• Support the training of remote interpreters ( orientations, trainings, shadowing, test calls, refreshers).
• Support daily quality testing of the remote interpreting platform.
• Support monthly reconciliation of call detail records for billing purposes.
• Support for general Language Support customer service inquiries as required.
• Support other reporting and service analysis as required.

SKILLS AND QUALIFICATIONS:

• Post-secondary education required in a related field of study; e.g. undergraduate degree or college diploma (one or two year full time program curriculum), in business administration, project management, office administration, computer applications.
• Three (3) years minimum experience working in an administration/project coordinator, or related position including a call centre environment
• Intermediate level proficiency in: MS Excel, MS Access, MSWord, MS Outlook.
• Experience in reporting and data analysis; in particular in the contexts of billing, performance measurement, and forecasting.
• Experience supporting development of information systems and supporting end-user training and adoption.
• Excellent interpersonal and communication skills, both written and verbal.
• Excellent organizational skills and ability to prioritize appropriately and meet deadlines.
• Very detailed oriented, especially in data quality (accurate and fast keyboarding is a requirement).
• Experience in and understanding of language support service (i.e. Interpreting and Translation) delivery is an asset (e.g., on-site interpreting, call centre, front-line, coordination, training, language access and health equity policies, etc.)
• Demonstrated ability to work effectively with diverse communities, and in a diverse and team-based work environment

Salary:$49,971 to 60,208/Annually
Hours: 35 hours
Bargaining Unit position: United Food and Commercial Workers, Local 175
Classification: CHW
Start Date: Immediately Access Alliance offers comprehensive group benefits coverage, annual vacation entitlement, cumulative sick leave entitlement, employee assistance programs. Access Alliance is a HOOPP employer. Please be advised that our organization requires all staff, students, and volunteers must be fully vaccinated. Proof of
vaccination can be obtained from the Ministry site. We thank all applicants for their interest but only those selected for an interview will receive acknowledgement. Please
note that a criminal background check (Vulnerable sector) will be conducted for this position. We encourage applications from individuals who reflect the broad diversity of communities we work with, including those from racialized and LGBTQ communities. In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance. Access Alliance encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at the Centre. Job Types: Full-time, Permanent Salary: $49,971.00-$60,208.00 per year Benefits:

• Company pension
• Dental care
• Disability insurance
• Extended health care
• Life insurance

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Toronto, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor\'s Degree (preferred)

Experience:

• Administration/Project Coordinator or Call Centre: 3 years (preferred)

Work Location: One location Application deadline: 2023-03-07