• Job Description

  Req#: JR100994
  Functional Title: Call Center Agent, CICC
  
  CALPERS Title: Agent, Call Center
  
  Department: Community Impact
  
  Reports To: Call Center Supervisor, Community Impact
  
  FLSA Status: Non-exempt, benefited, limited term ending 10/31/2025
  
  Workspace Designation: Remote within California
  
  Primary Work Location: California
  
  Last Updated: 1/8/2025
  
  Position Summary
  
  The Foundation for California Community Colleges's (FoundationCCC) Community Impact Call Center (CICC) is a cornerstone of providing critical support to disadvantaged communities across the state of California. FoundationCCC is seeking Call Center Agents to join our team and deliver exceptional customer service to families accessing social services. In this role, you will provide accurate information about eligible benefits, answer questions, troubleshoot issues, document case notes, and escalate inquiries as needed. Join us in making a tangible difference in the lives of Californians.
  
  Essential Job Duties and Responsibilities
  
  • 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.
  • Adhere to schedule adherence for call availability, attendance, performance, and call quality standards while maintaining strict confidentiality of client information.
  • Being at workstation and computer during assigned designated work periods.
  • Demonstrate and foster a culture of shared leadership, actively promoting the organization's values and mission.
  • Build and maintain positive relationships internally and externally, serving as a brand ambassador and contributing to business development opportunities where applicable.
  • Support team initiatives by completing other projects and tasks as assigned.
  
  
  Supervisory Responsibilities/Level of Supervision
  
  None. Receives assignments from Call Center Supervisor, CICC and Community Impact department leadership. Provided moderate instruction and a general direction as to professional goals and project involvement, as well as achievement of those goals. Evaluation is based on ability to perform essential job duties and responsibilities, as well as successful execution of tasks/projects.
  
  Knowledge, Skills, and Abilities
  
  • Exceptional interpersonal, customer service, problem-solving, critical thinking, verbal and written communication, and conflict resolution skills.
  • Ability to work effectively with diverse groups of individuals.
  • Proficient in troubleshooting various CICC applications and services.
  • Strong written and verbal communication skills.
  • Knowledge of current principles and practices of customer service.
  • Demonstrated ability to exercise good judgment and work effectively within a diverse team and customer population.
  • 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.
  • Capable of following oral and written instructions.
  • Proven ability to establish and maintain cooperative working relationships with Foundation staff, management, and the public
  • Ability to learn quickly and willing to ask for help.
  • Ability to respond quickly and effectively to inquiries or complaints.
  • Ability to effectively present information.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to prioritize tasks and efficiently manage time.
  • Ability to meet call performance metrics and service level requirements.
  • Proven ability to manage by influence and ability to build and maintain credibility.
  • Comfortable working remotely and proficient in navigating various technology platforms such as Zoom, MS Office Suite (Teams, Outlook), Salesforce Lightning, other database programs, and Google Suite.
  
  
  Attributes for Success
  
  • A self-starter and quick learner with a bias for action who is highly motivated and outcome-oriented, always seeking innovative approaches to project execution.
  • A strategic and creative thinker who can problem-solve, working within and across teams to swiftly respond to needs identified across the California Community Colleges
  • Practices ownership, takes accountability, and has the ability to project manage, prioritize tasks, and deliver quality products on time with limited supervision
  • Recognition that our work to support Californians requires urgency and an ability
    to work collaboratively with internal and external stakeholders to achieve
    collective goals.
  • Knowledge of, or willingness to learn about, the California Community Colleges and the Foundation's mission to provide students with stronger pathways to education, and passion for building a more just and equitable California overall.
  
  
  Education and Experience
  
  • High school diploma, GED, CHSPE (California High School Proficiency Exam) required.
  • Minimum of two to three (2-3) + years in Customer Service required.
  • Minimum of one (1) + year(s) of experience working in a call center environment preferred.
  • Any experience in an education or non-profit environment is preferred.
  • Familiarity with the Community College system preferred.
  • Bilingual in Spanish is a plus.
  
  
  Working Hours, Location, and Travel
  
  This is a full-time position, 40 hours per week, with additional hours as needed to address the organization's needs. This is a California-based position, with the flexibility to work remotely (in California). This position may require moderate travel to attend meetings, conferences, and perform other essential functions of the job.
  
  Physical Requirements
  
  The following physical requirements are essential to the performance of this position: (1) ability to operate a computer and other office equipment such as a computer printer, webcam, microphone, and telephone; (3) ability to communicate and exchange information accurately. The Foundation may make reasonable accommodations to enable individuals with disabilities to perform the job's essential functions/physical requirements.
  
  • Ability to constantly work at a computer workstation for up to five consecutive days.
  • Ability to speak on the telephone for a total of up to 8 hours per day.
  
  
  Equal Employment Opportunity
  
  The Foundation for California Community Colleges is committed to providing an environment of mutual respect where equal employment opportunities (EEO) are available to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), color, ancestry, national origin, medical condition, genetic characteristics, cancer-related or genetic related condition, sex (including childbirth, breast feeding, and related medical conditions), pregnancy, reproductive decision making, gender identity, gender expression, sexual orientation, marital/parental status, political affiliation, religion or religious creed, age, physical or mental disability, pregnancy, childbirth, breastfeeding, political ideology, military service or veteran status, or any other category protected by federal or state law. In addition to federal law requirements, the Foundation for California Community Colleges complies with applicable state and local laws governing non-discrimination in employment.
  
  As the official nonprofit auxiliary to the Chancellor's Office, we aim to ensure our team reflects the diversity of the California Community Colleges and the 2.1 million students, campuses, and communities it serves. Individuals are hired for their deep understanding of each population's unique needs and will join a collaborative environment where each team member plays an important role in helping Californians across all communities improve their social and economic mobility and build a better future for themselves and their families.

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