Benefits Call Center Representative (Spanish/English Bilingual)

The Outreach Team•, (Multiple States)

2d•Remote

About The Position

We are seeking a compassionate and dedicated Benefits Call Center Representative to assist Americans in accessing services and benefits designed to save them money. In this role, you will be the first point of contact for individuals seeking information and guidance on various programs that can help them reduce their financial burdens. Your primary responsibility will be to provide clear, accurate, and empathetic support to ensure that people can successfully navigate and access the benefits available to them. This role is a great opportunity to gain experience in the following areas: Leadership, Communication & Advocacy, Community Outreach & Engagement, Political Organizing, Campaign Work, and Public Policy.

Requirements

Previous experience in customer service, social work, or a related field is strongly preferred.
Excellent verbal and written communication skills, with the ability to explain complex information in a clear and empathetic manner.
Strong problem-solving skills and the ability to think critically and creatively to assist clients in overcoming challenges.
A high level of empathy and patience, with a genuine desire to help individuals improve their financial well-being.
Comfortable using computers, CRM systems, and various software applications to manage client interactions and access information.
Strong communication skills; you should enjoy working with other people and be willing and excited to speak with everyone
Hard worker who will stay motivated to engage as many people as possible
Culturally competent and able to respectfully engage with teammates and the community
Must be able to work from home, be comfortable spending a significant amount of time on camera in meetings, and have a strong wifi connection and cell service.

Nice To Haves

Experience with benefits programs or financial assistance services is a plus.

Responsibilities

Provide knowledgeable and friendly assistance to members of the public seeking information about programs that offer financial savings, such as healthcare subsidies, utility discounts, food assistance, tax credits, and more
Respond to inquiries via phone, email, and chat, offering detailed explanations of eligibility criteria, application processes, and required documentation for various benefits.
Work closely with other team members and departments to ensure a seamless and supportive experience for people seeking assistance, and to share insights on common challenges faced by these people
Keep detailed records of interactions, inquiries, and outcomes in our customer relationship management (CRM) system
Participate in staff training to improve outreach skills
Manage a small group of callers by checking in with them periodically throughout the day and debriefing with them at the end of the day
Ensure each caller has all of the materials they need to be successful
Assist directors with caller training and administrative work