Lexikeet Language Services
Job Title: Interpretation Dispatch Coordinator
Location: Telecommute from US location. MUST BE AUTHORIZED TO WORK IN THE UNITED STATES AND BASED IN THE U.S. NO SPONSORSHIP AVAILABLE.
Hours: Flexible, ~20-40 hrs/week, according to demand. Business hours are 8:00 am - 5:00 pm Eastern but frequent evenings and/or weekends are needed, particularly in peak months of October/November and April/May.
Reports to: Chief Operations Officer
Company Summary: Lexikeet Language Services specializes in technology to bridge language barriers. Lexikeet’s services include video & audio interpretation, document translation, livestreaming with simultaneous interpretation, and more. Lexikeet has been in business since 2012 and is based in upstate New York, with customers across the United States. The majority of Lexikeet’s founding team are 1st and 2nd generation Americans who are personally and professionally dedicated to bridging language barriers in innovative ways.
Job Summary: The Interpretation Dispatch Coordinator is responsible for coordinating and scheduling interpreting services to ensure timely, accurate, and culturally appropriate language access for clients. In tandem with the Lead Coordinator, this role serves as a primary point of contact for customers and linguists regarding interpreter requests, manages interpreter assignments, maintains scheduling records, and supports quality assurance initiatives while ensuring compliance with organizational policies and applicable language access standards.
Working alongside the Lead Coordinator, the Interpretation Dispatch Coordinator is responsible for assisting in managing the interpretation dispatch process, ensuring a smooth and quality experience from request to service date. The Interpretation Dispatch Coordinator will make decisions on customer support concerns and issues that relate to interpretation when there is a known precedent for that decision. The COO will have final say on all customer support concerns, and especially should be consulted on instances without precedent. The Coordinator is responsible for answering customer support calls, emails and website chats, and documenting support interactions in Lexikeet’s CRM. They are responsible for managing calls in real time by monitoring and resolving tickets, communicating with customers and linguists, and performing technical observation of calls as needed. The Interpretation Dispatch Coordinator is responsible for helping create, put in place, and perpetuate beneficial interpretation practices and protocols, including working with Human Resources staff to onboard new hires.
The Interpretation Dispatch Coordinator may also manage special requests including Seal of Biliteracy evaluations, including coordinating appointments, training linguists, and communicating with customers. The Interpretation Dispatch Coordinator will provide support as needed in coordinating and managing livestream simultaneous interpreting appointments (“Multilingual Events”).
Job Responsibilities: Interpretation Dispatch, Customer Support, Linguist Support, Tech Observation, Linguist Training & Onboarding Collaboration, Quality Control, Customer Training, Seal of Biliteracy and Multilingual Event coordination. Other responsibilities as assigned.
Daily Tasks (in collaboration with Dispatch Lead):
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Communicate effectively with Dispatch Lead Coordinator, coworkers, customers, and linguists
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Be alert to the daily schedule of appointments and notifications of new interpretation appointments, as well as On Demand calls
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Monitor and resolve tickets for current jobs in Lexikeet platform
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Monitor daily schedules and respond to last-minute changes, cancellations, and emergency requests.
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Ensure appointments are staffed in a timely fashion
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Staff Tech Observation assignments and SOS requests from linguists where needed
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Answer incoming Customer Support Calls and note actions in CRM and/or Lexikeet Manager Portal
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Answer Hubspot tickets and chats as needed
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Answer team members’ questions promptly via chat, phone, or email
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Act as Linguist Support point of contact, referring questions to Human Resources when needed
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Keep accurate records in Lexikeet’s CRM and the Lexikeet Manager portal
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Collaborate with billing or finance departments to ensure accurate invoicing
Projects & Tasks on As-Needed basis:
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Coordinate Seal of Biliteracy Assessments
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Support management of Multilingual Events (simultaneous interpreting livestreams)
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Support training, onboarding and quality assurance for linguists
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Assist other team members in daily operations - create new customer accounts, user credentials, etc
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Train new additions to customer/linguist support teams
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High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
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Excellent organizational and time-management skills.
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Strong verbal and written communication abilities.
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Ability to prioritize multiple tasks in a fast-paced environment.
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High level of proficiency with technology: video platforms, Google Suite, and scheduling/database software. Able to perform intermediate to advanced troubleshooting.
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Strong attention to detail and problem-solving skills.
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Ability to maintain confidentiality and professionalism.
The successful applicant will demonstrate the following qualities/ attributes: Tech savvy, professional, customer service-oriented; culturally sensitive; self-motivated and self-organized; flexible; creative problem solver; willing to learn & adapt; good communicator; willing to ask questions when general instructions do not suffice; team player; and responsive to feedback. Familiarity or fluency in foreign languages is a plus, but not required.
Compensation: $18/hour
Benefits: 40 hours Paid Time Off per year
Up to 80 hours Health & Wellness time per year
Flexible schedule and Unlimited unpaid time off (with supervisor approval)
