Call Center Agent, BAR

Functional Title: Call Center Agent, BAR CALPERS Title: Agent, Call Center Department: Community Impact Reports To: Call Center Supervisor, BAR, Community Impact FLSA Status: Full-time, Non-exempt Primary Work Location: 100% Remote within California Flex Work Option: Some Position Summary The Foundation for California Community Colleges (Foundation), under contract with the Bureau of Automotive Repair (BAR), Smog Check Referee Program (Program), provides by appointment only, test-only facilities throughout the state. These facilities are authorized to perform referee functions for consumers whose vehicles were unable to receive a smog certificate through a licensed commercial smog station. The stations are located on California community college campuses or C.T.E. centers. The Referee sites inspect and test vehicles and determine if the vehicle should be given a smog certificate or be sent back to a Smog check station for repairs. The call center works cooperatively across a variety of air quality programs that may be in operation from time to time. Under Lead Call Center Agent supervision, the Call Center Agent interfaces with the public to execute the activities of the Foundation call center and performs related work as required. Essential Job Duties and Responsibilities Provide information to the public on services available through a variety of Air Quality Programs including but not limited to: Smog Check Referee, Parts Locator Service, and the Enhanced Fleet Modernization Program. Maintain up to date working knowledge of all air quality programs offered to ensure accurate information is conveyed to consumers. Triage inbound calls and schedule consumer appointments or otherwise serve consumers based on assessment of consumer’s needs. Assist consumers in determining eligibility for a variety of programs offered Verify and enter data into web-scheduler database. Place outbound calls to remind consumers of their scheduled appointments. Enter consumer application data into the Program database and assist consumers with completing their application. Document consumer inquiries and complaints. Build and cultivate relationships internally and externally, where appropriate, act as organizational brand ambassador, as needed. Emulate and participate in a culture of shared leadership and promote organizational values. Contribute to team effort by completing other projects and tasks as assigned Supervisory Responsibilities/Level of Supervision This position does not supervise. Able to learn to manage by influence and ability to build and maintain credibility. Receives assignments from Call Center Supervisor, BAR, and 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 Ability to receive, screen, and schedule consumer appointments over the telephone Ability to utilize screening methods to obtain information from consumers to assess eligibility for the appropriate program. Ability to exercise good judgment and effectiveness in working with a high-performing, mostly technical team. High proficiency with database-related software applications and other office equipment required. Ability to learn quickly and willing to ask for help. Knowledge of the operating structure of various air quality programs. Knowledge of current principle and practices of customer service required. Ability to read, analyze, and interpret the documents. Ability to follow oral and written instructions. Skills in both written and spoken communication to support customers, teammates, and external users with a wide range of skill levels. Ability to communicate effectively with individuals from diverse socio-economic educational and cultural backgrounds. Ability to apply principles of logical thinking to a wide range of intellectual and practical problems. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply problem solving techniques to provide effective customer service Ability to effectively present information. Ability to respond effectively to inquiries or complaints. Ability to multitask, prioritize tasks, and efficiently manage time. Ability to work in a collegial, collaborative environment. Ability to establish and maintain cooperative working relationships with Foundation staff and management, BAR staff, and consumers encountered in the course of conducting business. Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc.). Attributes for Success Passionate about providing students with stronger pathways to education and building a more just and equitable California overall. A self-starter and quick learner 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. Ability to work on a fast-paced team and build and maintain collaborative working relationships with internal and external stakeholders. Knowledge of, or willingness to learn about, the California Community College system and the Foundation’s mission. Education and Experience HS diploma or GED required. Relevant AA/AS or equivalent work experience preferred. Minimum of one (1) year(s) of call center experience required. Minimum of one (1) year(s) of customer service experience preferred. Any experience in an education or non-profit environment preferred. Familiarity with the Community College system. 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) or in person at our Sacramento office. This position may require moderate travel to attend meetings, conferences, and perform other essential functions of the job. Physical Requirements The Foundation may make reasonable accommodations to enable individuals with disabilities to perform the job’s essential functions/physical requirements. The following physical requirements are essential to the performance of this position: Must be able to remain in stationary position up to 4 hours at a time and 8 hours total in a day. Ability to constantly work at a computer workstation for up to five consecutive days. The person in this position frequently communicates with internal office staff and/or external third parties who have inquiries about their job tasks. Must be able to exchange accurate information in these situations. Ability to frequently move and/or remain in a stationary position without breaks during meetings. Ability to constantly operate a computer. Ability to perform repetitive movements (e.g., typing and filing) and operate and use common office equipment (e.g., copy machine, printer, telephone). 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, color, ancestry, national origin, genetic characteristics, sex, gender identity, gender expression, sexual orientation, marital/parental status, political affiliation, religion, age, disability, pregnancy, childbirth, breastfeeding or veteran status. 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. The Foundation for California Community Colleges is the official nonprofit partner to the California Community Colleges, the largest and most diverse system of higher education in the nation. Our work reaches all 116 California Community Colleges across 73 districts and is designed to help improve the student experience and expand pathways to economic and social mobility across California. More specifically, we exist to benefit: Students: We believe in ensuring students from all backgrounds succeed in reaching their goals and improving their lives and their communities; Community Colleges: We believe in lifting up the California Community College system as the greatest gateway to a better future; and Communities: We believe in the power of community colleges to help their communities thrive. Our projects and services seek to be at the forefront of innovation and excellence in higher education across five areas of impact: student success, workforce development, equity, community impact, and system support. To date, we’ve delivered hundreds of millions in grants, support, and cost savings to colleges and students to make this possible, with 85 cents of every dollar raised directly allocated to programs and services. We’re proud of our role in helping Californians build a better future for themselves and their families, but we know there’s more to be done. Join us. Learn more about working at the Foundation > Read the Foundation's Double Impact Strategic Plan > Location The Foundation’s main headquarters are based in Sacramento, California, though we offer remote opportunities throughout the entire state. We aim to hire a workforce reflective of the California communities we serve.