Call Center Agent, Community Impact Call Center (CICC)

Call Center Agent, Community Impact Call Center

100% Remote within California, Must reside in California

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.

What You’ll Do

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.

Attributes for Success

• 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.
• 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

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

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

If you have any additional questions related to this position, please email us at jobs@foundationccc.org.

Budgeted Hourly Pay Range:

$21.00 – $22.05

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.

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