Escalation Agent
LanguageLine Solutions
Costa Rica
hace 11 días

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Language Required :

The person selected for this position will be a key player in the overall function and success of daily business at Language Line Services.

This person must have clear communication skills, patience, self-control and possess the ability to work with all types of people and situations.

They must be able to incorporate interpersonal skills and operational knowledge in a fast-paced environment. Due to contact and interaction with customers and other internal departments, customer satisfaction is one of the top goals.

Major responsibilities, but not limited to :

  • Book Over-Phone-Interpretation appointments for customers via phone calls and emails.
  • Fulfill appointments with the correct language needed.
  • Communicate outcome of booking to customer.
  • Connect customer and interpreter on the date and time of the appointment.
  • Answer escalated calls from customers who need an interpreter.
  • Identify staffing shortages and assess staffing needs.
  • Assist in obtaining coverage real-time.
  • Use Appointments system to log and record appointment history
  • Interact with other WFM teams, Account Executives, Customer Service and Interpreter Operations.
  • Assisting with Customer Service Agentcalls when the need arises.
  • Qualifications :

  • Must have 2 years of experience in Customer Service.
  • Excellent verbal and written communication skills.
  • Ability to work flexible hours.
  • Strong analytical, high attention to detail, excellent troubleshooting skills and creative problem-solving skills.
  • Current satisfactory attendance and job performance.
  • Ability to multi-task and work in a fast paced environment.
  • Ability to be self-motivated and self-directed, think and act independently while also being team-oriented.
  • Demonstrated proficiency in Microsoft Office Suite, with an emphasis on Outlook, Excel and Word.
  • All qualified applicants will receive consideration for employment without regard to race, sex, color, creed, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

    If you are an individual with a disability and require reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact LanguageLine Solutions at 800-87

    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.

    VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.


    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

    However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure isin response to a formal complaint or charge,in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, orconsistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35

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