Call Center Agent, Community Impact Call Center

Foundation for California Community Colleges

3d • $21 - $22 • Remote

About The Position

We are seeking Call Center Agents to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California. We are seeking 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. Primary responsibility is to 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. We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better Our work holds great weight and responsibility, and the opportunity to impact the lives of millions Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall

Requirements

• Exceptional interpersonal, customer service, problem-solving, critical thinking, verbal and written communication, and conflict resolution skills.
• 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.

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees