Customer Service Associate (CSA)
Position Overview
The Customer Service Associate (CSA) serves as the primary point of contact between UniversalLanguage and its clients, acting as a trusted liaison responsible for delivering timely, professional, and solution-oriented support. This role is central to client satisfaction and retention, ensuring that every interaction reflects UniversalLanguage’s commitment to service excellence, regulatory compliance, and operational reliability. The CSA manages inbound and outbound communications across phone and email channels, supports client onboarding and service activation, resolves issues efficiently, and maintains accurate, audit-ready records within the company’s CRM and operational systems. Through proactive communication and attention to detail, the CSA strengthens long-term client relationships while supporting the seamless delivery of OPI, VRI, onsite interpreting, and document translation services.
Key Responsibilities
- Provides responsive, high-quality customer support by answering inbound calls and emails from healthcare, government, and enterprise clients, addressing service inquiries, troubleshooting issues, and ensuring timely resolution.
- Supports client onboarding activities, including account setup, service orientation, and coordination with internal teams to ensure clients are fully prepared to access language services without disruption.
- Documents all client interactions, service requests, and issue resolutions accurately within the CRM and related systems, ensuring data integrity and audit readiness.
- Collaborates closely with Scheduling, Interpreter Operations, Billing, and Account Management teams to resolve escalations, coordinate service delivery, and ensure client expectations are consistently met.
- Maintains service performance indicators such as response times, issue resolution timelines, and client feedback, escalating concerns as appropriate and contributing to continuous improvement efforts.
- Supports client retention by identifying recurring issues, recommending process improvements, and reinforcing service best practices during client interactions.
Compliance and Quality Assurance
- Operates in strict accordance with HIPAA, confidentiality standards, and contractual service level requirements.
- Ensures that all client communications and documentation adhere to company policies, regulatory obligations, and client-specific protocols.
- Demonstrates exceptional organizational skills, attention to detail, and a customer-first mindset.
Required Qualifications
- Prior experience in customer service, call center operations, healthcare support services, or a related client-facing environment.
- Strong verbal and written communication skills.
- Proficiency with CRM platforms, scheduling systems, and standard office software.
- Exceptional organizational skills, attention to detail, and a customer-first mindset.
- Prior experience supporting healthcare, government, or language access services.
- Familiarity with HIPAA, Medicaid/Apple Health, or public-sector clients.
Preferred Qualifications
- Bilingual or multilingual skills.
- Prior experience working with language service providers, healthcare systems, or regulated service environments.
- Familiarity with HIPAA, Medicaid/Apple Health, or public-sector clients.
Pay Range
$20 - $26 per hour