Foundation for California Community Colleges

Bilingual Call Center Agent

Foundation for California Community Colleges

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Salary

💰 $22 - $23 per hour

About the role

  • Provide outstanding customer service and technical assistance to families who receive social services across the state
  • Provide accurate information about eligible benefits
  • Answer questions and inquiries, troubleshoot issues, document case notes and escalate inquiries when necessary
  • Assess eligibility by reviewing client information against established program requirements
  • Research inquiries using available resources
  • Manage multiple tasks simultaneously, remaining calm under pressure during peak call volumes or challenging interactions
  • Escalate complex or high-priority cases to management or specialized teams
  • Accurately Document call notes, reports, and updates in the Customer Relationship Management (CRM) system
  • Collect and evaluate relevant data to resolve complaints or inquiries
  • Monitor and report emerging trends or recurring issues in customer calls to inform process improvements
  • Conduct outbound outreach to families or individuals when required
  • Collaborate with internal departments to manage administrative tasks and coordinate efforts to meet customer needs

Requirements

  • Bilingual in Spanish required
  • Experience in handling inbound and outbound service calls over the phone
  • Ability to work effectively with diverse groups of individuals
  • Proficient in troubleshooting various CICC applications and services
  • Strong written and verbal communication skills
  • Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.)
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingdata evaluationcase documentationeligibility assessmentcustomer service
Soft Skills
communicationmultitaskingcalm under pressurecollaborationworking with diverse groups