Bilingual Call Center Agent, CICC

About the role

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.

Responsibilities

• Provide accurate information about eligible benefits, answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary.
• Provide professional, resourceful, and empathetic support to callers, handling inquiries related to benefits and eligibility.
• Assess eligibility by reviewing client information against established program requirements.
• Research inquiries using available resources, ensuring calls are routed to the appropriate departments or personnel.
• Manage multiple tasks simultaneously, remaining calm under pressure during peak call volumes or challenging interactions; apply effective de-escalation techniques when necessary.
• Escalate complex or high-priority cases to management or specialized teams, conducting thorough follow-ups and providing detailed documentation.
• Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system.
• Collect and evaluate relevant data to resolve complaints or inquiries, ensuring all actions taken are recorded with precision.
• Monitor and report emerging trends or recurring issues in customer calls to inform process improvements.
• Conduct outbound outreach to families or individuals when required, ensuring effective communication and follow-through.
• Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs.

Requirements

• 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.

Qualifications

• High school diploma or equivalent.
• One year of experience in a customer service or call center environment preferred.
• Knowledge of social services and eligibility requirements.

Skills

• Excellent communication skills.
• Problem-solving and critical thinking skills.
• Ability to work independently and as part of a team.
• Technical proficiency with CRM systems and other relevant software.

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.
• Tuition reimbursement.
• Public Service Loan Forgiveness certified employer.

Pay

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.

Schedule

Fully remote position, flexible hours to accommodate California time zones.