Customer Service Associate

Catholic Charities founded in 1903 remains among the largest and well-respected social service agency with programs and offices located in Boston and the greater Boston area. As one of the largest providers of social service in Massachusetts, Catholic Charities of Boston offers over 70 programs and services in 23 locations around Eastern Massachusetts.

We are currently seeking a full-time Customer Service Associate for the Refugee and Immigrant Services Program located in South Boston.

The Customer Service Associate is responsible for assisting the Community Interpreter Services program administrative function in busy, high-volume setting. The Customer Service Associate will process all administrative tasks such as data entry into the interpreter scheduling database, filing and perform other duties as assigned.

REPORTS TO

The Customer Service Associate reports to the Operations Manager or designee.

ESSENTIAL FUNCTIONS

• Ensure that the activities of the position and relevant programs are consistent with the mission, vision, and values of the Catholic Charities and Refugee and Immigration Services.
• Enter new appointments and client information into the system as received.
• Handle requests for translations. Process documents in order to create quote for customer. Work with translators to make sure work is done in a timely manner.
• Ensure all appointments are filled. Contact customers within 24 hours of appointment if difficulty finding interpreter for appointment.
• Schedule interpreters for appointments and input relevant information into program database. Respond to voicemail messages from customers and/or interpreters. Provide quality customer service.
• Manage general office correspondence and filing.
• Ensure that the interpreter information in program database is accurate and current.
• Contact customers following a new interpreter’s first assignment as part of quality control to ensure that the customer is satisfied.
• Ensure that the interpreter timesheets are submitted according to schedule. Contact interpreters that do not submit timesheets within 24 hours of service delivery. Remind interpreters of potential consequences of late submission.
• Gain knowledge of the billing and payroll process. Be prepared and able to assist with preparing interpreter payments and customer invoices in the absence of Finance staff.
• Assist Finance with the resolution of customer billing and interpreter payment issues, and during the close of the month, help with quality control.
• Serve as the primary contact for interpreter payment issues or corrections and liaise with Finance to solve problems.
• Review, daily, all online completed timesheets for accuracy. Communicate any incorrect or incomplete job information to the interpreter for correction.
• Inform Finance of incorrect interpreter preliminary pay stubs and email corrected pay stubs to interpreters.
• Perform as a team member with other employees and business associates of the agency.
• Present self in a courteous and professional manner at all times being mindful that customer service is the priority at CIS.
• Work is performed in an office environment and as approved a hybrid/remote work environment with the use of office equipment and professional electronic platforms required to professionally and successfully complete the functions of the position.
• Attend meetings and trainings as required.
• Other related responsibilities as required.

QUALIFICATIONS

• A high school diploma or GED equivalent is required with a minimum of two years of experience working in a busy office environment. Or an Associate degree with at a minimum of one year of experience working in a busy office environment.
• Working knowledge of Microsoft Office Suite, Zoom, Teams and other video conferencing services. Electronic LSP Ware Atrium, in-house scheduling software, is a plus.
• Ability to handle numerous tasks simultaneously and prioritize as needed.
• Good communication and customer service skills, including pleasant phone manner.
• Ability to function in fast-paced cross-cultural environment.
• Must be able to work independently and part of a team.
• Fluent English required. Bilingual ability a plus.

We offer a congenial and team approach work environment with the opportunity to learn and grow professionally. Our benefits are competitive and include a 403(b) savings plan and generous time off.

Catholic Charities is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Visit us at: www.ccab.org.