Bilingual CARE Agent

Community Economic Defense Project•Denver, CO

5d•Hybrid

About The Position

The Community Economic Defense Project (CEDP) is seeking a Bilingual CARE Agent to respond to inbound phone, chat, text, email, and voicemail inquiries regarding housing programs across Colorado. This role is crucial for assisting housing-insecure families facing eviction and foreclosure. The agent will collaborate with a dynamic team, troubleshoot housing assistance applications, and utilize advanced communication technology. Success in this role requires comfort with deadlines, strong communication skills, adaptability, and familiarity with housing and rental principles.

Requirements

Associate Degree or equivalent work experience.
1-2 years of experience in a call center environment within a customer service or technical support role.
Bilingual proficiency in English and Spanish is required.
Proven proficiency in utilizing Customer Relationship Management databases or similar organizational technologies.
Availability during customer service center hours: 8:30am to 5:30pm Monday through Friday.
Home office setup for remote work while maintaining confidentiality as required by our programs.
Experience working with diverse communities and a demonstrated passion for social impact and justice.
Adaptability in a fast-paced, all-hands-on-deck environment with strong interpersonal skills for collaborative teamwork.
Familiarity with call center environments, including the ability to handle high call volumes and maintain a positive customer experience.
Maintain a monthly average of 30+ calls per day and an average handle time of <10 minutes.
Ability to maintain an adherence and attendance rate of 85%+.
Intermediate or higher computer proficiency, including ability to multi-task in multiple applications and comfortability with fast-paced instant messaging communication, basic CRM knowledge, and efficient system navigation.
Proficiency in Microsoft Office and Google Suite.
Comfortable navigating and thriving in a remote work environment.
Analytical thinker with attention to detail and ability to initiate solutions under limited supervision.
Strong organizational skills and ability to prioritize tasks within a dynamic setting.
Comfort with ambiguity in a fast-paced, all hands-on-deck environment.
Ability to work collaboratively with people of diverse personal and professional backgrounds with a focus on social, racial justice, and equity.

Nice To Haves

Familiarity with basic housing, rental principles, and mortgage principles.

Responsibilities

Respond promptly and efficiently to inbound email, chat, text, and phone communications, utilizing advanced tools to assist customers and address complex housing assistance needs.
Employ cutting-edge technologies, such as Google Suite, Microsoft 365, Dialpad, Hubspot, and Adobe Acrobat DC Pro, to ensure accurate communication and reporting.
Organize client files in an online database, track deadlines, and manage calendars for caseload and team collaboration.
Collect, review, and log essential documents to support accurate and timely case processing.
Understand and uphold key success measures for your role, submitting regular progress reports.
Maintain accurate and updated databases and tracking systems, providing efficient administrative support.