Hybrid Bee - Customer Service and Care/Social Media Support

Work from home • Full-time

This position is a combination of Customer Service Specialist and Interpreter Experience; the Hybrid Bee will interact with the company’s customers by addressing inquiries, resolving complaints, recruiting, onboarding, and screening interpreters, and generally providing a higher level of customer support. This will be a full-time remote position with the transition of becoming a Care Support/Social Media Specialist (Interpreter Experience).

Responsibilities

Customer Service Duties

Interacts with consumers, service providers, and customers via (video)phone, email, live chat, or in-person, to provide support and information on services.
Engages in daily, constant real-time communication with internal team members for information, ensuring tasks are not duplicated and are completed effectively and efficiently.
Receives and reviews all incoming sign/spoken languages, CART, and other requests.
Ensures and verifies requests include all necessary details: client site access and procedural instruction, team interpreter information, parking, security, required entrance documentation, specific location information (room/suite
Creates cost estimates for existing customers.
Creates cost estimates for new customers with the collaboration of the sales team, to support sales and proposals.
Identifies and communicates reasonable turnaround times with requesters.
Coordinates interpreting, captioning, and other services requests by securing appropriate service provider coverage for all requests through Linguabee’s platform and text, email, and (video)phone.
Maintains contact with requesters for clarification, additional information, and prep materials.
Educates consumers and customers on policies and procedures where appropriate.
Takes initiative to cover open jobs using critical thinking and effective scheduling strategies. Maintains coverage for recurring jobs, ensuring greatest service provider consistency possible based on consumer preferences and interpreter availability.
Ensures requester and service provider confirmations include all relevant information: date, times, location, interpreter names, Linguabee policies, etc.
Collaborates with internal teams for recruitment efforts in existing and new catchment areas.
Coordinates with vendors to fulfill ASL, spoken language, CART, and other service assignments.
Maintains detailed records of client and interpreter feedback and preferences, concerns, and other important details.
Advocates for service provider well-being and consumer needs.
Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
Maintains customer accounts and records of customer interactions with details of inquiries, complaints, and comments.
Uses knowledge of services, or other assigned area of expertise to answer.
Responds to inquiries or forward to the appropriate department.
Monitors current staffing trends and customer usage to ensure adequate staffing to cover requests.

Care Support Duties (Interpreter Experience)

Provide support with onboarding, scheduling interviews, and screenings.
Act as the main point of contact and service expert during service providers’ first 30-90 days on the platform.
Engage with service providers during their journey to drive platform adoption and hit specific journey milestones.
Onboard and educate service providers on Linguabee’s platform and how they can self-service both present and future needs.
Provide service providers with platform tours and help them complete their first assignment.
Ensure service providers set up their account experience in the most efficient way possible.
Identify and surface up gaps in the experience that cause confusion or prevent service providers from moving forward.
Help develop and implement industry-leading processes that delight new service providers.
Collaborate with internal teams to provide feedback on opportunities and gaps.

Social Media Support

Help shape overall organic social media strategy, audience growth plan, content calendar, and measurement framework with a focus on Instagram, Facebook, and Twitter.
Manage day-to-day activity across these platforms, from concept to posting and tracking.
Participate in interpreting and captioning-related discussions on social media platforms.
Respond to comments when appropriate, in order to foster a positive community and add value to the community’s experience; engaging audiences and developing conversations.
Analyze social media data and write concise metrics recaps, reports, social/community trends and issues and share with teams.

Education / Experience

An in-depth understanding of interpreting practices, standards, ethics, and the interpreting industry overall.
High school diploma or equivalent.
Customer service experience required.

Physical Requirements

Prolonged periods sitting at a desk and working on a computer.

Bonus points:

Be able to count up to 585 faster than a bee.
Avid GIF user.
Master in beeline dancing.

Pay & Benefits

Salary based on experience with strong upward mobility
Flexible PTO.
Health insurance stipend ($500 per month).

OPEN UNTIL FILLED

Interested Applicants
Please send a cover letter and resume to HR@linguabee.com?body=Include cover letter and resume&subject=Job Application - Hybrid Bee.

Linguabee is where interpreting happens. It connects you with the people you work with every day, no matter where you are or what you do. We believe everyone deserves to work in a welcoming, respectful, and empathetic culture. We live by our core values and hire accordingly.

Founded in 2011, Linguabee is a fast-growing interpreting service provider trusted by many companies and consumers every day. We currently provide services in areas like Denver, Bay Area, San Diego, Nebraska, and Iowa.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Linguabee's values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a fun place to work. Join and do the best work of your life here at Linguabee.

Equal Opportunity Employer
All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, or any other consideration prohibited by law or contract.