2nd Shift Interpreter & Customer Service Assistant

Job Title: 2nd Shift Interpreter & Customer Service Assistant

Work Hours: Mon - Thurs 12:00pm - 8:30pm; Saturdays 8am - 9am (on call); Sundays 4:30pm - 8:30pm

Work Location: Remote work from home and onsite throughout Central Ohio and beyond as needed and assigned

To Apply: Please send your resume, letter of interest, and 3 professional references (at least one of whom is D/deaf) to interpreting@hallenross.com and CC: lross@hallenross.com. 

Job Summary:

This is a hybrid position incorporating two roles. During the evening and weekend hours, in the Customer Service Assistant role, the employee will assist in the scheduling of interpreting services; support customers in regard to Hallenross policies and procedures, both in securing and paying for services; and support Hallenross service providers before, during, and after service provision, as needed. In the Interpreting Associate role, the employee will provide ASL <> English interpretation, individually and in teams, as needed, to various customers throughout Central Ohio and beyond, as well as support practicum students and interns as assigned.

Duties/Responsibilities:

• Follow all Hallenross policies and procedures as noted in the employee manual

• Check and respond to Coordinator(interpreting@hallenross.com), as well as, employee email and texts daily

• Collaborate with all members of the coordination/customer service team to ensure efficient and seamless workflow daily

• Respond to customer contact as soon as possible, no longer than 24 hours

• Provide new and prospective customers with Customer Service Agreement, current rates, and explanation of scheduling process

• Establish new customer accounts in the scheduling platform

• Maintain accurate customer information in the scheduling platform including current billing information and purchase orders

• Establish new service provider accounts in the scheduling platform

• Maintain accurate service provider contact information in the scheduling platform

• Collaborate with bookkeeping to resolve invoicing issues

• Ensure that all information necessary to complete a job is received from the customer and entered into the scheduling platform

• Invite and/or assign service provider(s) with skills and knowledge appropriate to the job needs

• Address issues raised by customers, elevate as appropriate to Operations Assistant and/or partner

• Assist in trouble shooting scheduling and videoconferencing software issues, elevate as appropriate to Operations Assistant and/or partner

• Assist in determination of overall staffing needs

• Adhere to professional standards of behavior and decision making as indicated in the RID/NAD Code of Professional Conduct and/or other codes required by customers (e.g. Ohio Supreme Court Interpreter Standards, Ohio Department of Education guidelines for educational interpreters)

• Check scheduling software for assignment information daily

• Respond to all schedule changes and offers of work outside regular work hours within 24 hours

• Provide ASL <> English interpretation one on one, in small and large groups, and to the public as assigned with or without peer support (team)

• Provide support to interpreters in assigned teams as needed

• Provide support and mentoring to interns/practicum students as assigned

• Submit required assignment related paperwork within 24 hours of completion of said assignment

• Participate in staff meetings, both group and one on one

• Participate in meetings with customers, as available

• Commitment to on-going professional growth

• Other duties as assigned

Required Knowledge, Skills and Abilities:

• Excellent organizational skills (ability to manage multiple tasks and activities, ability to adhere to a schedule and timelines)

• Ability to maintain professional boundaries

• In depth knowledge of the RID/NAD Code of Professional Conduct, familiarity with other potentially applicable codes of behavior

  • Strong personal and professional ethics and decision making skills

• Excellent communication skills in both English and ASL

• Excellent communication skills, both written and spoken Advanced to excellent abilities to transfer meaning from one language to another

• Strong public speaking/presentation skills

• Self-directed, able to work independently

• Strong attention to detail

• Effective interpersonal skills

• Creative and effective problem solving skills

• Ability to navigate systems to problem solve

• Ability to collaborate and work in teams

• Basic computer competencies (email, word processing, spreadsheets, internet browsing)

• Basic knowledge of videoconferencing software (Zoom, Teams)

• Broad general knowledge base

• Ability to see interactions through multiple lenses

• Ability to manage complex personal emotions and maintain professionalism while on the job

• Strong self-care skills

Required Education and Experience:

• Minimum of 1 year paid employment experience with leadership or administrative responsibilities

• Minimum of 2 years paid ASL&lt;&gt;English interpreting experience

Preferred Education and Experience:

• Bachelor’s degree

• Associate degree or higher in ASL <> English interpretation

• Ability to communication in American Sign Language

• Microsoft software (Word, Excel)

• 1 year of experience coordinating the provision of services to external customers

Certification(s)/License(s):

• Valid driver’s license and insurance required

• ASL <> English certification by a nationally recognized certifying body preferred

• Completion of RID/NAD written test required

• ODE Educational Interpreter License preferred (5 year associate or long term sub)

Physical and Mental Requirements:

• Ability to articulate English verbally or produce written English

• Ability to move arms, hands and wrists to produce the parameters of signs

• Ability to access both source and target language

• Ability to sit or stand for periods of time up to an hour in length

• Ability to move independently from parking lot to physical assignment location

• Ability to rapidly comprehend and respond to information received by spoken or visual means

• Ability to operate a computer

• Ability to generate, organize and/or review print and/or digital documents (text or numerical) for periods of time up to 7 hours in a day

• Ability to recognize potential problems and identify solutions

RELIABLE TRANSPORTATION IS REQUIRED

Compensation:

• Compensation begins at $52,520 ($25.25/hr) for 40 hours a week and is based on breadth of experience and degree of independence/versatility.

• Benefits

  • • Health, dental, and vision insurance (50% company paid; eligible after 30 days of employment)

    • 401k retirement plan

    • Annual allotment of paid time off

    • Professional development stipend

    • Parking reimbursement

    • Mileage reimbursement (in accordance with IRS rules)

    • AFLAC (optional, employee paid)