Scheduler, Interpreting Services

People•Buffalo, NY

5d•Onsite

About The Position

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.

Requirements

Associate degree (A.A./A.S.) or equivalent from two-year college or technical school
Three or more years in customer service-related experience and/or training
Strong customer service skills.
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.

Nice To Haves

ASL skills preferred.
Comfortable with advocacy/advocating for use of interpreters/CART/VRI/etc.

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.
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.