Bilingual Call Center Agent, Community Impact Call Center

Bilingual Call Center Agent

100% Remote within California, Must reside in California

We are seeking Bilingual Call Center Agents to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California.

What You’ll Do

As California navigates a shifting landscape due to COVID-19, the ability to quickly respond and reach the most vulnerable community members is more crucial than ever. Leveraging its role as the auxiliary nonprofit to the California Community Colleges Chancellor’s Office, all 116 colleges, and 2.1 million students, the FoundationCCC is uniquely positioned to support relief efforts and connect Californians with resources to help them navigate these difficult times. The Foundation for California Community Colleges is rapidly expanding its call center support to bring critical resources to disadvantaged communities during the pandemic and beyond. 

We are seeking Bilingual Call Center Agents to join the Foundation’s Community Impact Call Center to provide outstanding customer service and technical assistance to families who receive social services across the state. Primary responsibility is to provide accurate information about eligible benefits, answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary. 

• Handles inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.
• Determines eligibility by comparing client information against established requirements.
• Performs research using available resources and routes calls appropriately.
• Multitasks and remains calm under pressure, especially during peak hours or difficult calls; de-escalates situations as needed.
• Escalates priority issues, conducts thorough follow-ups on complex matters and provides detailed reports to management.
• Completes call notes and call reports as necessary and updates them in the CRM.
• Collects and evaluates all relevant data to handle complaints and inquiries.
• Records details of comments, inquiries, complaints, and actions taken.
• Identifies, records, and notifies the management team of emerging trends in customer calls.
• Manages administration, communicating and coordinating with internal departments. 
• Maintains quality results by adhering to Attendance, Performance and Call Quality standards; and follows strict confidentiality standards.
• Emulates and participates in a culture of shared leadership and promotes organizational values.

Attributes for Success

• Exceptional interpersonal, customer service, problem-solving, critical thinking, verbal and written communication, and conflict resolution skills.
• Ability to work effectively with diverse groups of individuals.
• Proficient in troubleshooting various CICC applications and services.
• Strong written and verbal communication skills.
• Skillful application of problem-solving techniques to provide effective customer service.
• Effective communication with individuals from diverse socio-economic, educational, and cultural backgrounds.
• Experience in handling inbound and outbound service calls over the phone.
• Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).
• Bilingual in Spanish required.
• We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better
• Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
• FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency
• Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more
• We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
• CalPERS retirement program and optional 403(b) and 457 Retirement plans
• Public Service Loan Forgiveness certified employer

To see the full job description and to apply, please go to our Careers page at https://foundationccc.wd1.myworkdayjobs.com/en-US/fccc-careers

Budgeted Hourly Pay Range:

$22.00 – $23.10

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.

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