Bilingual Call Center Agent, CICC

Foundation for California Community Colleges•US CA Remote, CA

1d•$22 - $23•Remote

About The Position

The Foundation for California Community Colleges is seeking Bilingual Call Center Agents to join its Community Impact Call Center. This role is 100% remote within California and is a limited-term position through 10/30/2026. The Foundation's mission is to benefit, support, and enhance the California Community Colleges system. The agent will provide outstanding customer service and technical assistance to families receiving social services across the state, offering accurate information about eligible benefits, answering questions, troubleshooting issues, documenting case notes, and escalating inquiries as needed. The Foundation is committed to innovation, collaboration, and entrepreneurship, blending the impact of a non-profit with the culture of a start-up and the scale of a state agency. They are looking for mission-driven, passionate, and equity-minded individuals.

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.

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.