Bilingual Call Center Agent, CICC

The Foundation for California Community Colleges is a pivotal organization dedicated to advancing the California Community Colleges system, known as the largest and most diverse higher education system in the United States. This foundation plays a crucial role in supporting, benefitting, and enhancing educational opportunities across California's extensive community college network. With a mission to double its impact over the next decade, the foundation is distinguished by its innovative approach and commitment to collaboration with public and private partners. This ensures the improvement of student experiences and broadens access to pathways facilitating economic and social mobility throughout California's diverse communities.

The foundation combines the unique aspects of a non-profit organization with the nimbleness and culture of an entrepreneurial start-up, while operating at the scale of a state agency. This blend creates a dynamic and impactful work environment where team members are selected for their expertise in niche areas related to education, philanthropy, technology, communications, and more. Employees work in an environment that values innovation, creativity, collaboration, and entrepreneurship, aiming to achieve ambitious organizational goals. The foundation is also deeply committed to professional development and shared leadership, fostering growth for both its employees and the institution overall.

The Bilingual Call Center Agent role at the Community Impact Call Center is a 100% remote, limited-term position available exclusively to residents of California. This position offers an hourly pay range from $22.00 to $23.10, with the final salary dependent on education, experience, relevant skills, and internal equity considerations.

As a Bilingual Call Center Agent, you will be the frontline representative assisting families receiving social services statewide. Your core responsibility involves providing accurate and empathetic customer service, answering inquiries relating to eligible benefits, troubleshooting issues, and guiding callers through complex systems with clarity and patience. You will handle various tasks such as assessing eligibility by reviewing client information, routing calls to the appropriate departments when necessary, and maintaining precise documentation using the foundation’s Customer Relationship Management (CRM) system.

The role requires a calm and professional demeanor capable of managing high call volumes, applying effective de-escalation strategies when handling challenging customer interactions. Additionally, you will be involved in outbound outreach efforts, data collection to resolve issues, and identifying trends in customer feedback to support continuous process improvements within the call center.

Your success in this position will be supported by exceptional interpersonal skills, strong problem-solving abilities, and proficiency in various technological platforms including Zoom, MS Office Suite (Teams, Outlook), Salesforce Lightning, and Google Suite. As this is a bilingual role, fluency in Spanish is mandatory to effectively communicate with a diverse clientele.

Joining the Foundation offers you the chance to be part of a mission-driven organization where your efforts directly impact the lives of millions. The foundation promotes a remote-first philosophy, enabling employees to work from home while still enjoying the benefits of a collaborative and supportive organizational culture headquartered in downtown Sacramento, near California’s State Capitol.