Language Services, Translations Customer Service Associate

Position Type: 12 months Project, Part-time, 21 hours/week
Expiry Date (Internal): 2022/03/11
Expiry Date (External): 2022/03/18
Posting Type: Internal & External

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 achieve health with dignity.

The Language Services, Translations Customer Service Associate is a part-time position that will be responsible for the coordination of all document translation projects. Translations and promotion of access to multilingual resources is part of our service offerings within our Language Services social enterprise.

A core component of the position entails a project approach to each request, communicating with both requestors and translation service suppliers to ensure that project parameters are defined and met, while maintaining a high level of customer service.

Translation Services
 Review documents submitted for translation and work with requestors to establish project parameters
 Working collaboratively with sub-contractors, receive and dispatch requests for translation services in a timely way
 Perform and contribute to quality assurance procedures throughout translation project handling
 Quote prices for job and instruct financial admin as required
 Maintain translation admin files as required
 Recommend service improvements as required (equipment needs, etc)
 Develop and revise business rules as required
 Curating translated materials in (the AALS proprietary online repository) – including but not limited to liaising with external partners to collaborate in content development and sharing, conducting calendarized review of materials, coordinate evidence-informed recommendations for expansion of materials for the repository
Customer support
 Outline and review service protocols related to the translation projects with translation teams, where deemed necessary.
 Trouble shoot any customer service issues with a view to satisfactory resolution and retention of customer loyalty
 Outreach and promote translation services, internally and externally
General / Administration:
 Update and maintain administration manuals as required (quality control, business rules, etc.)
 Provide interpreting services intake support
 Any other duties that contribute to smooth and efficient running of Interpreter Services program
 Any other duties as assigned
 Participate in time-tracking activities
 Identify learning goals and professional development needs as part of an overall career development plan produced in conjunction with supervisor
 Participate in regular team and staff meetings and/or take minutes at such meetings as may be required
 Carry out other duties as may be assigned from time to time

 Post-secondary education required in a related field of study, such as general arts, commerce studies or equivalent combination of education and experience
 Three (3) years minimum experience working as a front-line customer service provider
 Good proficiency in: MS Excel, MS Access, MSWord, MS Outlook.
 Experience in providing services over the telephone
 Experience working with multiracial, multilingual communities
 Demonstrated understanding and appreciation for community development and organizing principles
 Written and verbal fluency in English
 Excellent interpersonal skills with contacts at client agencies and interpreters
 Excellent communication skills, both written and verbal
 Demonstrated knowledge of translation best practices and translation project coordination.
 Commitment to working with low income, multilingual and multiracial communities
 Demonstrated knowledge of computer operating system and applications
 Excellent problem-solving skills when dealing with conflicts with interpreters and client agencies
 Demonstrated knowledge of good customer service principles
 Demonstrated ability to work effectively in an interdisciplinary, team-based setting
 Good keyboarding skills
 Excellent organizational skills and ability to prioritize appropriately and meet deadlines

Salary: $49,477 – $59,612
Hours: Part-time (21 hours/week) Duration: 12 months
Bargaining Unit position: United Food and Commercial Workers, Local 175
Classification: CHW
Start Date: Immediately

Access Alliance offers comprehensive group benefits coverage, annual vacation entitlement, cumulative sick leave entitlement, employee assistance programs. Access Alliance is a HOOPP employer. In accordance with the Collective Agreement, health benefits, and annual vacation entitlements are only provided if the contract extends past 12 months.

Application Method With “Translations Customer Service Associate, LS” in the subject heading please send your resume and cover letter by March 11, 2022 (internal), and March 18, 2022 (external) at 5:00pm to: by E-mail: by Regular Mail: Hiring Committee, Customer Service Associate, R.I.O Lead, LS Access Alliance Multicultural Health and Community Services 340 College Street, Suite 500, Toronto, ON, M5T 3A9 No phone calls please. 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 thank all applicants for their interest but only those selected for an interview will receive acknowledgement. Please note that a criminal background check (Vulnerable sector) will be conducted for this position.

We encourage applications from individuals who reflect the broad diversity of communities we work with, including those from racialized and LGBTQ communities.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005, accommodation will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.

Access Alliance encourages a scent-free environment. Employees, students, volunteers, and visitors are asked to refrain from wearing fragrances and other scented personal care products (i.e. perfumes, lotions, hairspray, etc.) while at the Centre.

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