Customer Service Associate, R.I.O. (Remote Interpretation Ontario), Language Services

Permanent, Full time

Location:

Main Location: 340 College St, Toronto, Ontario

You may be required to work at any site

Supervisor: Director, Language Services & Digital Strategy

Short Description
Access Alliance Multicultural Health and Community Services (AAMHCS) is a Community Health Centre that aims to provide services and addresses system inequities to improve health outcomes for the most vulnerable immigrants, refugees, and their communities. The Centre envisions a future in which Toronto’s diverse communities achievehealth with dignity.

We are looking for an organized and solution-oriented, individual with a commitment to quality and efficiency in customer service, data management, and workflows. This role involves customer relations and training, schedule management, tier one tech support, records and data management, reporting, and support of day-today business operations.

The successful candidate will be organized, systematic, and solution-oriented, and will follow through on tasks and projects in a responsive, adaptable, and personable manner.

Keys to this role are: (1) the ability to negotiate the complexities of customer and staff interactions in an efficient, calm, and solution-oriented manner in order to achieve positive outcomes; (2) insightful, expedient, and thorough troubleshooting to get to the root cause and resolution; (3) commitment to on-going improvement; and (4) ability to manage the unexpected.

Detailed Description
RESPONSIBILITIES:

Provide first-point-of-contact customer support for interpreters, customers, and network partners of the remote interpreting service operations.

Provide tier one tech support for remote interpreting service issues reported by both customers and interpreters.

Provide onboarding and training of new customers.

Produce monthly staffing schedules for remote interpreting services.





Support the on-going development of a solution-oriented issues resolution process.

Support for QI (quality improvement) initiatives within Language Services.

Troubleshoot and liaise with IT and telecom tech support.

Support the training of remote interpreters (orientations, trainings, shadowing, test calls, refreshers).

Support daily quality testing of the remote interpreting platform.

Support monthly reconciliation of call detail records for billing and payment purposes.

Support for general Language Support customer service inquiries as required.

Support other reporting and service analysis as required.

SKILLS AND QUALIFICATIONS:
REQUIRED

Post‑secondary education required in a related field of study; e.g. undergraduate degree or college diploma (one‑or two‑year fulltime program curriculum), in business administration, project management, office administration, computer applications.

Minimum three (3) years of experience working in a related role

Intermediate level proficiency in: MS Excel, MS Access, MSWord, MS Outlook, and MS PowerPoint

Very detailed oriented, especially in data quality (accurate and fast keyboarding is a requirement).

Excellent interpersonal and communication skills, both written and verbal.

Excellent organizational skills and ability to prioritize appropriately and meet deadlines.

Demonstrated ability to work effectively with diverse communities, and in a diverse and team‑based work environment

PREFERRED

Experience maintaining and updating records in information systems





Experience supporting end‑user training and adoption.

Experience in reporting and data analysis; in particular in the contexts of billing, performance measurement, and forecasting.

Experience working in a fast‑paced, competing priorities environment

ASSET

Experience in and understanding of language support service (i.e. Interpreting and Translation) delivery is an asset (e.g., on‑site interpreting, call centre, front‑line, coordination, training, language access and health equity policies, etc.)

Salary:
$54,360 to $65,496 Annually

Hours:
Full–time, 35 hours/week

Bargaining Unit position:
United Food and Commercial Workers, Local 175Classification:CHW

Start Date:
Immediately

Interview Dates:
September 16 to 23, 2026 (in person)

Benefits:

comprehensive group benefits coverage

annual vacation entitlement

cumulative sick leave entitlement

employee assistance programs

Access Alliance is a HOOPP employer.

Vaccination policy
Please be advised that our organization requires all staff, students, and volunteers to be fully vaccinated. Proof of vaccination can be obtained from the Ministry site.

We are committed to a workforce reflective of the diversity of the City of Toronto and the communities we serve. We encourage applications from those who provide different perspective and contribute to diverse ideas including those from racialized and 2SLGBTQI+ communities.

AAMHCS is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Applicants need to make their needs known in advance.

AAMHCS encourages a scent-free environment.

Toronto’s Diverse communities achieve Health with Dignity

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📌 Customer Service Associate, R.I.O. (Remote Interpretation Ontario)
🏢 Access Alliance Multicultural Health and Community Services
📍 Ontario