Customer Support Specialist...

Overview

Lango is a technology-enabled language management platform with one simple mission : to make communication as easy as breathing air. We build connections across languages and cultures to enable people to live their best lives.

Lango serves over 4,500 customers across the United States with a focus on specialized, regulated sectors such as healthcare, education, government, and legal. Our platform supports 3,000 interpreters and offers in-person, virtual, phone, and AI interpreting and translation services across 300 languages including American Sign Language.

Lango is a global company with offices in the US, Europe, and Latin America. We are backed by Mucker Capital.

Role

Customer Care Specialist is responsible for maintaining productive and supportive relationships with customers and vendors. The role manages a high volume of customer requests across multiple channels. Attention to detail, resourcefulness, and excellent written and verbal English communication skills are required to maintain customer satisfaction and meet scheduling KPIs.

Areas of Accountability

• Respond to incoming customer requests (via telephone, email, scheduling software)
• Select and assign appropriate vendors according to client needs and vendor requirements
• 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 to identify future vendor 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

Core Competencies & Must-Haves

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