Call Center Agent

🕒 January 27

🏄 California – Remote

🏄 California – Remote

💵 $21 - $22 / 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 receiving social services • Provide accurate information about eligible benefits • Answer questions and inquiries • Troubleshoot issues and document case notes • Escalate inquiries when necessary • Assess eligibility by reviewing client information against established program requirements • Research inquiries using available resources • Manage multiple tasks simultaneously • Apply effective de-escalation techniques • Escalate complex or high-priority cases to management or specialized teams • Conduct thorough follow-ups and provide detailed documentation • Accurately document call notes, reports, and updates in the CRM system • Monitor and report emerging trends or recurring issues • Conduct outbound outreach to families or individuals when required • Collaborate with internal departments to manage administrative tasks

🎯 Requirements

• Exceptional interpersonal skills • Customer service skills • Problem-solving skills • Critical thinking skills • Verbal and written communication skills • Conflict resolution skills • Proficient in troubleshooting various CICC applications and services • Experience in handling inbound and outbound service calls over the phone

🏖️ Benefits

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