Description:
Reporting to the Manager, Interpreter Services, and under the work direction of the Lead, PLS Call Centre, the Customer Service Representative processes requests for interpreting services from customers of the Provincial Language Service (PLS), ensures the most appropriate contract service provider is matched to each request and provides overall administrative support to the program. The Customer Service Representative coordinates the day-to-day activities of the Interpreter Services, including handling all inbound and outbound calls to input requests from customers, dispatching contract interpreters, and ensuring the smooth and efficient functioning of the service. In addition to front-line customer service, this position is also responsible for providing confidential administrative support to the Interpreter Services, including appointment, meeting and event coordination; preparing and processing documents, files, invoices and information; managing office support systems; and supporting relevant committees, stakeholders, vendors and customers. The Customer Service Representative follows established policies, standards and procedures of the PLS and provides administrative support to the program and senior team members, including special projects and initiatives.
What you’ll do
- Receives, inputs, processes and revises requests for interpreters from internal and external PLS customers via phone, fax, email or internet and the PLS’ interpreting services management system- the Friendly Interpretation Tracking System (FITS©).
- Dispatches, schedules and confirms request information and instructions with freelance contract interpreters to fulfill requests using phone, fax and the PLS’ interpreting services management system and/or the Automated Contact System (ACS) – the PLS’ interactive voice response system.
- Maintains and updates information entered and contained in PLS databases, including the interpreting services management system; Maintains up-to-date records, interpreter schedules and mailing lists; Follows established contingency plans and redundancy processes to back-up information in the interpreting services management system to ensure seamless delivery of service in the event of system malfunction.
- Maintains paper and electronic filing, tracking and distribution systems for a variety of records and files such as interpreter profiles, assignment forms, incident reports, statistical reports and various other correspondence and documents..
- Receives, processes, responds to and resolves service issues with PLS customers and freelance contract interpreters by communicating and reinforcing established policies, procedures and processes; escalates unresolved issues to the Lead, PLS Call Centre. .
- Receives, processes, respond to and redirects general calls for the PLS to the appropriate program staff or Manager; provides general information to callers regarding the PLS and its services.
- Produces, develops and designs a variety of documents including correspondence, minutes, meeting agendas and program materials using various word processing, spreadsheet, presentation and design software packages. Photocopies and distributes documentation such as correspondence and reports.
- Screens incoming materials, prioritizes items for immediate attention and distributes as appropriate. Responds to routine written inquiries and materials by composing and signing routine correspondence or drafting for signature. Processes incoming and outgoing paper, electronic and voice mail.
- Liaises with external and internal stakeholders in support of program and project-specific needs.
What you bring
Qualifications
- A level of education, training and experience equivalent to high school graduation, supplemented by relevant post-secondary course work in an appropriate discipline such as Customer Service, Business Administration, or Administrative/Office Systems and a minimum of 2 (two) years recent related experience in a customer service environment. Experience working in a fast-paced, call-centre setting with diverse customers, clients or patients or in a language services organization are an asset.
- Customer-service focused with ability to communicate with people from diverse cultural backgrounds and work effectively with multiple stakeholders in a supportive and responsive manner. Demonstrated ability to communicate effectively both verbally and in writing including the ability to respond politely and diplomatically to both internal and external inquiries. Ability to work as a member of a team to provide services. Demonstrated ability to use related equipment including database, word processing, spreadsheet, and presentation software at an advanced level. Working knowledge of desktop publishing software is an asset. Knowledge of general office practices and procedures and ability to maintain a wide variety of records and reports. Demonstrated organizational skills and ability to prioritize workload and work under time pressures to meet deadlines. Minimum 8000 keystrokes/hr requirement for alpha-numeric data entry. Ability to type 50 w.p.m. and maintain data entry accuracy. Physical ability to perform the duties of the position.
Skills & Knowledge
- Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
- As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).