Overview
SOS International LLC is seeking a Help Desk Call Center Representative to support our Language Access Services program. This role serves as the first point of contact for providers, clients, and Language Access Providers, ensuring timely resolution of service requests, scheduling support, and incident intake. This position is primarily customer service and operations focused, requiring strong communication, critical thinking, and the ability to manage high-volume requests in a fast-paced environment. The ideal candidate is solution-oriented, detail-driven, and committed to delivering a high-quality customer experience while maintaining compliance with program requirements.
Essential Job Duties
- Serve as the primary point of contact for inbound requests via phone, email, and system queues
- Support scheduling, rescheduling, and fulfillment of interpretation service requests
- Log, document, and track all requests and incidents in the appropriate systems
- Initiate and document Incident Resolution Process cases in accordance with L&I guidelines
- Provide timely follow up and clear communication to providers, clients, and interpreters
- Troubleshoot service-related issues (availability gaps, no-shows, late cancellations, connection issues)
- Escalate complex or high-severity incidents in alignment with defined escalation protocols
- Maintain accurate and detailed records to support reporting, audits, and compliance requirements
- Collaborate with scheduling, operations, and QA teams to ensure service continuity and resolution
- Meet established service level expectations for response time, resolution time, and customer satisfaction