Bilingual Call Center – Stay At Home Jobs

Job Type: Bilingual Call Center from home
Location: California work from home
Company: The Foundation for California Community Colleges

Position Description:

The call center collaborates with a number of air quality programs that may be in operation at any given time.

Under the supervision of the Call Center Supervisor, the Call Center Agent interacts with the public to carry out the Foundation call center’s activities and performs related work as needed.

Essential Job Responsibilities and Duties

• Smog Check Referee, Parts Locator Service, and the Enhanced Fleet Modernization Program are among the services made available to the public through a variety of Air Quality Programs.
• Maintains current working knowledge of all air quality programs available to ensure that consumers receive accurate information.
• Based on an assessment of the consumer’s needs, triages inbound calls and schedules consumer appointments or otherwise serves consumers.
• Assists customers in determining their eligibility for a variety of programs.
• Verifies and enters information into the web-scheduler database.
• Makes outbound calls to remind customers of upcoming appointments.
• Enters consumer application data into the Program database and assists customers with application completion.
• Consumer inquiries and complaints are documented.
• Promotes organizational values and emulates and participates in a culture of shared leadership.
• Builds and nurtures relationships both internally and externally, and acts as an organizational brand ambassador as needed.
• Complete other projects and tasks as assigned to contribute to the team effort.
• Supervisory Responsibilities/Supervision Level

Knowledge, abilities, and skills

• Receiving, screening, and scheduling consumer appointments over the phone.
• Capability to use screening methods to collect information from consumers in order to determine eligibility for the appropriate program.
• Working with a high-performing, mostly technical team requires the ability to use good judgment and be effective.
• Extensive knowledge of database-related software applications and other office equipment is required.
• Ability to learn quickly and be willing to seek assistance.
• Understanding of the operational structure of different air quality programs.
• Knowledge of current customer service principles and practices is required.
• Reading, analyzing, and interpreting documents.
• The ability to understand and follow oral and written instructions.
• Skills in both written and spoken communication are required to assist customers, teammates, and external users of varying skill levels.
• Capability to communicate effectively with people from a variety of socioeconomic, educational, and cultural backgrounds.
• Ability to apply logical thinking principles to a wide range of intellectual and practical problems.
• Capability to define problems, gather data, establish facts, and draw valid conclusions.
• Ability to provide effective customer service by using problem-solving techniques.
• Capability to present information effectively.
• Capability to effectively respond to inquiries or complaints.
• Ability to multitask, prioritize tasks, and manage time effectively.
• Capability to work in a collegial, collaborative setting.
• Ability to form and maintain cooperative working relationships with Foundation staff and management, BAR staff, and customers encountered during business transactions.
• Working remotely and navigating various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.).