Lango is a technology-enabled language management platform with one simple mission: to unify the entire language service workflow in one place. We build connections across languages to enable people to live their best lives.
We currently serve over 4,500 customers across the United States in healthcare, education, government, and legal settings. We connect our customers with in-person, virtual, phone, and AI interpreting and translation services spanning 200 languages including American Sign Language.
Lango is a global company with offices in Austin and New York City as well as Europe and Latin America. We are backed by Mucker Capital.
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We are currently hiring a Customer Care Specialist to support our American Sign Language (ASL) service offerings and community in the Austin Metro Area.
The Customer Care Specialist is responsible for maintaining long-term, mutually beneficial relationships with assigned clients and ASL interpreters. The position is a fast-paced environment with the ability to creatively maneuver simultaneous customer requests across multiple channels. Attention to detail and excellent interpersonal skills are required to work many concurrent activities.
Responsibilities include:
- Take incoming customer requests (via telephone, email, scheduling software).
- Select and assign appropriate interpreters according to client needs
- Generate quotes considering client requirements and priorities.
- Work with new and existing clients to determine requirements and log jobs into the appropriate system.
- Manage the full cycle of language services for our clients, ensuring that quality control standards are met.
- Resolve scheduling conflicts (cancellations, overlaps, rescheduled jobs) notifying both the vendor and the customer in a timely manner.
- Analyze scheduling trends and vendor feedback to maximize coverage and successfully fill all assigned appointments.
- Keep all assignment and/or client-related information strictly confidential.
- Field questions and feedback from clients and vendors escalating requests based on procedure as needed.
- Optimize schedules to ensure fill rates.
- Collaborate with Vendor Management team to identify future interpreter headcount needs based on appointment requests and forecasts.
- Collaborate with Business Development and Account Management team members to ensure quotes are completed and jobs are filled on-time.
Requirements:
- Possess knowledge and understanding of Deaf culture and the diverse needs of Deaf, Hard of Hearing, DeafBlind, and late-deafened individuals.
- Possess and maintain a thorough understanding of the Americans with Disabilities Act (ADA) and its implications for scheduling services and appointments, ensuring both accessibility and compliance.
- ITP completion or State / National certification in ASL Interpretation preferred.
- Proven attention to detail and track record of accuracy.
- Ability to maintain confidentiality with client information.
- Ability to communicate effectively in written and verbal methods across cultures and in a variety of customer-facing situations.
- Exceptional interpersonal skills and communication skills (written and oral).
- 3+ years working with Customer Relationship Management (CRM) applications.
- Creative thinker who takes the initiative to get tasks completed.
- Technical aptitude, familiarity in effective simultaneous use of multiple telecommunication systems.
- Possess a consultative nature - the ability to influence others to maximize client satisfaction.
- Ability to multi-task and perform in a fast-paced environment.
- Skills in customer service principles and practices.
