Respond promptly and efficiently to inbound email, chat, text, and phone communications
Employ cutting-edge technologies, such as Google Suite, Microsoft 365, Dialpad, Hubspot, and Adobe Acrobat DC Pro, to ensure accurate communication and reporting
Organize client files in an online database, track deadlines, and manage calendars for caseload and team collaboration
Collect, review, and log essential documents to support accurate and timely case processing
Understand and uphold key success measures for your role, submitting regular progress reports
Maintain accurate and updated databases and tracking systems, providing efficient administrative support

Associate Degree or equivalent work experience
1-2 years of experience in a call center environment within a customer service or technical support role
Bilingual proficiency in English and Spanish is required
Proven proficiency in utilizing Customer Relationship Management databases or similar organizational technologies.
Availability during customer service center hours: 8:30am to 5:30pm Monday through Friday
Home office setup for remote work while maintaining confidentiality as required by our programs
Experience working with diverse communities and a demonstrated passion for social impact and justice.
Adaptability in a fast-paced, all-hands-on-deck environment with strong interpersonal skills for collaborative teamwork
Familiarity with call center environments, including the ability to handle high call volumes and maintain a positive customer experience
Maintain a monthly average of 30+ calls per day and an average handle time of <10 minutes
Intermediate or higher computer proficiency, including ability to multi-task in multiple applications and comfortability with fast-paced instant messaging communication, basic CRM knowledge, and efficient system navigation
Proficiency in Microsoft Office and Google Suite.

Bilingual Care Agent

Key skills