Call Center Technician

Community Action Partnership of Orange County•Garden Grove, CA

2d•Onsite

About The Position

Community Action Partnership has an exciting opportunity for a Call Center Technician. In this role, the Call Center Technician will support and embody an EPIC mindset to support the Energy & Environmental Service department in meeting its goals, playing a critical part in the work and dedication of Community Action Partnership of Orange County’s initiatives. Community Action Partnership of Orange County (CAP OC) hires professionals who support and embody the following EPIC values: Excellence, Proactiveness, Innovation, and Collaboration. Their mission is to end poverty by stabilizing, sustaining and empowering people with the resources they need when they need them, forging strategic partnerships to improve the community. External values include Leadership, Collaboration, Trust, Compassion, and Justice. Under close supervision of the Call Center Supervisor, the Call Center Technician answers calls, provides and promotes program information & referrals, pre-screens clients, schedules appointments; reviews intake applications and other forms and completes initial client file. This position requires fluency in both English and Vietnamese. The non-exempt hourly rate of pay for this position is $23.00 - $24.00.

Requirements

Bilingual fluent in English/Vietnamese (verbal and written).
High School diploma or equivalent education.
Call center or customer service experience.
Fluent verbal and written English language skills.
Mathematical skills sufficient to create, compose or compile information and data for reports or presentations.
Familiarity with Microsoft Office, WORD, EXCEL.
Computer literacy and data entry proficiency.
Clerical experience including preparing of files for easy storage and retrieval.
Ability to operate a laptop computer with phone headset.
Ability to develop and maintain rapport with staff, agencies, partners and clients from culturally diverse backgrounds.
Ability to lift up to 20 lbs. (boxes, paper goods, materials).
Possess a California Motor Vehicle operator's license with a driving record that meets minimum standards established by agency’s insurance carrier.
Proof of vehicle insurance.
Access to a vehicle and willingness to drive/travel when required.
Ability to pass a medical examination, pre-employment physical, drug screen, Live Scan and background check.

Nice To Haves

Familiarity with data base input.

Responsibilities

Handle a busy call center while maintaining excellent customer service and prioritize assigned tasks.
Answer telephone inquiries and pre-screen clients effectively regarding Community Action Partnership of Orange County Energy & Environmental Services utility assistance weatherization, ESA, and CalAim programs.
Complete phone assessment, pre-screening forms, determine initial client eligibility using program guidelines established.
Set appointments, review forms and files to ensure accuracy, completeness and timely submittal.
Prepare, and maintain initial client file records group processing or referral to outreach regarding weatherization (WX) services and other program enrollments.
Verify client information by personal computer into several customized databases.
Submit client processing/screening/data input statistics.
Provide utility assistance, CalAim, ESA and weatherization program information and eligibility services to the community in the day, evening and/or weekends as scheduled.
Attend monthly staff meetings at Main office.
Perform other duties as assigned.