Bilingual Call Center Agent

🕒 January 27

🏄 California – Remote

🏄 California – Remote

💵 $22 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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Foundation for California Community Colleges

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

📚 Education

🤝 Non-profit

🌍 Social Impact

Education • Non-profit • Social Impact

Foundation for California Community Colleges is a nonprofit organization that partners with the California Community Colleges system to promote equitable outcomes and economic mobility for Californians. With over 25 years of service, the foundation operates innovative programs focusing on student success, workforce development, equity, community impact, climate action, and system support. It aims to enhance opportunities for nearly 2 million students across California's community colleges, advocating for resources, benefits, and opportunities that empower individuals and create lasting positive impacts. As a hub for collaboration, it works to develop a diverse, well-prepared workforce and foster sustainable, equitable communities.

📋 Description

• Provide outstanding customer service and technical assistance to families who receive social services across the state • Provide accurate information about eligible benefits • Answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary • Assess eligibility by reviewing client information against established program requirements • Research inquiries using available resources • Manage multiple tasks simultaneously, remaining calm under pressure during peak call volumes or challenging interactions • Escalate complex or high-priority cases to management or specialized teams • Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system • Collect and evaluate relevant data to resolve complaints or inquiries • Monitor and report emerging trends or recurring issues in customer calls to inform process improvements • Conduct outbound outreach to families or individuals when required • Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs

🎯 Requirements

• Bilingual in Spanish required • Experience in handling inbound and outbound service calls over the phone • Ability to work effectively with diverse groups of individuals • Proficient in troubleshooting various CICC applications and services • Strong written and verbal communication skills • Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.)

🏖️ Benefits

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