Bilingual Call Center Lead
Foundation for California Community Colleges
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $24 - $25 per hour
Job Level
About the role
- Provide accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed
- Organizing, directing, and overseeing the activities of the Foundation’s Call Center and its staff
- Support queue management by monitoring incoming calls or case escalations in real time and assisting as needed to meet service levels or call center senior leadership requirements
- Conduct outbound outreach to families and individuals when required, ensuring timely follow-up and resolution of inquiries or concerns
Requirements
- Bilingual in Spanish required
- Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning, Google Suite, etc.)
- Analyze complex issues, evaluate alternative solutions, develop sound conclusions, and recommend an appropriate course of action
- Maintain a strong working knowledge of program eligibility guidelines, benefits, and resources
- Act as the first point of contact for agent support, providing technical assistance, de-escalating calls, troubleshooting issues, and handling escalated cases as needed
Benefits
- Competitive compensation
- Generous PTO
- Holidays
- Medical, dental, and vision plans
- Flexible Spending Accounts
- Health Savings Accounts (HSA)
- Employee Assistance Program (EAP)
- Wellness offerings
- CalPERS retirement program
- Optional 403(b) and 457 Retirement plans
- Tuition reimbursement
- Public Service Loan Forgiveness certified employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
troubleshootingcase managementqueue managementoutreachfollow-upcommunicationproblem-solvingde-escalationtechnical assistanceevaluation