Coordinator, Remote Interpreting Services

MasterWord, a leading woman-owned Language Service Provider globally. For over three decades, we've been there alongside public organizations, NGOs, healthcare systems, and educational institutions, providing language and communication access ensuring that no language and no person is left behind.

Consistent with our mission, "Connecting People Across Language and Culture", MasterWord combines the best in human talent and language technology and is driven by heart, excellence, and integrity, fostering continual learning and a commitment to give back to the communities we serve.  We have been recognized as the Top Workplace by the Houston Chronicle in 2022 and are the 2023 Gulf South Winner of the Ernst & Young Entrepreneur of the Year.

We provide a competitive salary along with comprehensive benefits. Our work environment is both casual and professional, fostering continuous learning and growth within the company.  If you're passionate about growth, creativity, and making a real impact, join our innovative team! We are growing and are seeking a Coordinator to join our Remote Interpreting Services Team.

Coordinator, Remote Interpreting Services

Coordinate remote language services between customers and language professionals and provide interpretation and translation services by performing the following duties:

Status: Full-time

Location: Remote

Roles and Responsibilities:

General duties include:

• Support remote interpreting projects as needed
• Respond to inquiries and resolve issues submitted by customers and language professionals
• Communicate with clients regarding project status and any project-related issues
• Work closely with other key teams/team members and escalate unresolved issues to appropriate personnel
• Provide excellent customer service and fulfill customer needs to ensure satisfaction
• Ensure total client satisfaction on output quality and project completion schedules
• Follow up on requests when necessary to obtain additional information needed for remote language services projects
• Work with team members each day to ensure customer satisfaction and create long-lasting customer relationships
• Daily and constant monitoring of reports and address service requests
• Identify and review any technical problems, and communicate issue resolutions with department
• Handle sensitive and confidential data in accordance with company privacy, HIPAA, and security policies
• Assist with recruiting and onboarding interpreters
• Provide interpreting and translation services when needed for a variety of domains; legal, general medical, mental health, technical, business, and other documentation
• Audit a representative sample of calls to ensure quality and take appropriate action as required
• Provide scheduled on-call support, as needed.
• And other duties as assigned

Education/Experience:

Associate degree or equivalent from a two-year college and one to two years of related experience and/or training; or an equivalent combination of education and experience.

Required Qualifications:

• Fluency in spoken and written English Language
• Fluency in a second language (spoken and written)
• Proven de-escalation skills
• Exceptional organizational, communication, and phone skills
• Profound specialized knowledge and the ability to communicate specialized information in another language in a purposeful and target-group oriented manner
• Detail oriented and proactive
• Ability to work independently and multi-task
• Good problem-solving ability
• Excellent ability to listen
• Excellent negotiation skills
• Creativity and resourcefulness
• Excellent proficiency in general computer applications including MS Office and Word Perfect
• Willingness to work occasional extended hours to meet client project requirements and provide after-hours on-call support when required

Additional Preferred Skills:

Microsoft Word, Excel, PowerPoint, and Outlook

Customer service experience

EEO/M/F/D/V