Bilingual Call Center Agent

Job Description

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Bilingual Call Center Agent

Full time

Functional Title: Bilingual Call Center Agent

CALPERS Title: Senior Agent, Call Center

FLSA Status: Non-exempt

Limited Term: Through January 2022, possibility of extension

Primary Work Location: Remote within CA

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.

Essential Job Duties and Responsibilities

Handles inquiries related to benefits and eligibility in a professional, resourceful, and empathetic manner.

Determines eligibility by comparing client information to requirements.
Performs research using available resources and routes calls to the appropriate resources.
Multitasks and remains calm under pressure, especially during peak hours or difficult calls; de-escalates calls appropriately.
Escalates priority issues, follows up on complex and reports to management.

Completes call notes and call reports as necessary and updating them in the CRM.
Obtains and evaluates all relevant data to handle complaints and inquiries.
Records details of comments, inquiries, complaints, and actions taken.
Recognizes, documents, and alerts the management team of 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.
Builds and cultivates relationships internally and externally where appropriate, acts as organizational brand ambassador as needed and provides business development support and input where there is opportunity.

Contributes to team effort by completing other projects and tasks as assigned.

Knowledge, Skills, Abilities, and Ideal Qualities

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.
Ability to effectively troubleshoot through a variety of applications and services.

Strong written and verbal communication skills.
Knowledge of current principles and practices of customer service required.
Ability to exercise good judgment and effectiveness in working with a diverse team and consumer population.
Ability to apply problem solving techniques to provide effective customer service.

Ability to communicate effectively with individuals from diverse socio-economic, educational, and cultural backgrounds.
Ability to receive, screen, and place outbound service calls over the phone.
Ability to follow oral and written instructions.
Ability to establish and maintain cooperative working relationships with Foundation staff and management, and the public encountered in the course of conducting business.

Ability to learn quickly and willing to ask for help.
Ability to respond quickly and effectively to inquiries or complaints.
Ability to effectively present information.
Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to prioritize tasks and efficiently manage time.
Ability to meet call performance metrics and service level requirements.
Proven ability to manage by influence and ability to build and maintain credibility.
Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).

Passionate about providing students with stronger pathways to education and building a more just and equitable California overall.
A self-starter and quick learner who is highly motivated and outcome-oriented, always seeking innovative approaches to project execution.
A strategic and creative thinker who can problem-solve, working within and across teams to swiftly respond to needs identified across the California Community Colleges.

Practices ownership, takes accountability, and has the ability to project manage, prioritize tasks, and deliver quality products on time with limited supervision.
Ability to work on a fast-paced team and build and maintain collaborative working relationships with internal and external stakeholders.
Knowledge of, or willingness to learn about, the California Community College system and the Foundation’s mission.

Supervisory Responsibilities/Level of Supervision

No supervisory responsibilities.
Receives assignments from Call Center Supervisor and Community Impact department leadership.
Provided moderate instruction and a general direction as to professional goals and project involvement, as well as achievement of those goals.
Evaluation is based on ability to perform essential job duties and responsibilities, as well as successful execution of tasks/projects.

Education and Experience

High school diploma, equivalent work experience, or a combination of both.
Minimum of two to three (2-3) + years in Customer Service required.
Minimum of one (1) + year(s) of experience in a call center environment preferred.

Any experience in an education or non-profit environment preferred.
Familiarity with the Community College system.
Bilingual in Spanish required.

Working Condition, Travel, and Physical Requirements

This is a full-time position, 40 hours per week, with additional hours as needed to address the needs of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/physical requirements of the job. Additional requirements are as follows:

Ability to constantly work at a computer workstation for up to five consecutive days.
Ability to speak on the telephone for a total of up to 8 hours per day.

Ability to frequently move and/or remain in a stationary position without breaks at meetings and program site visits.
Ability to perform repetitive movements (e.g., typing and filing), and operate and use common office equipment (e.g., copy machine, printer, telephone) and supplies.
Ability to operate personal vehicle for Foundation business and possess current valid California driver’s license and insurance.

Ability to move or transport office items (e.g., work supplies, laptop, files) up to a maximum of 20 pounds.
Well-lighted, heated, and air-conditioned indoor office setting with adequate ventilation.
Minimal overnight travel (up to 5%) by land and air may be required.

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