About this role

Provide outstanding customer service and technical assistance to families receiving social services
Provide accurate information about eligible benefits, answer inquiries, troubleshoot issues, and document case notes
Assess eligibility by reviewing client information against established program requirements
Research inquiries using available resources and ensure calls are routed appropriately
Manage multiple tasks simultaneously, particularly during peak call volumes
Escalate complex cases to management or specialized teams
Accurately document call notes and provide updates in the CRM system
Conduct outbound outreach to families when required
Collaborate with internal departments to manage administrative tasks

Bilingual in Spanish required
Exceptional interpersonal and customer service skills
Strong problem-solving and critical thinking abilities
Proficient in troubleshooting various CICC applications and services
Ability to work effectively with diverse groups of individuals
Experience in handling inbound and outbound service calls over the phone
Ability to work remotely and navigate various technology platforms (Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning, Google Suite, etc.)

Bilingual Call Center Agent

Key skills