Bilingual Call Center Agent, CARB

We are seeking a Bilingual Call Center Agent to join the Foundation in its mission of benefitting, supporting, and enhancing the California Community Colleges—the largest and most diverse system of higher education in the nation. The Foundation for California Community Colleges is on a mission to double its impact in the next 10 years. We are a group of relentless optimists and innovators in education, working collaboratively with public and private partners to help improve the student experience and expand pathways to economic and social mobility in communities across California.

What You’ll Do

FoundationCCC is under contract with ARB (California Air Resources Board) to administer the Diesel Hotline through a partnership with the mobile source Compliance and Reporting Assistance Section. The Hotline is responsible for providing year-round call center services to stakeholders and the public who are subject to various diesel fleet regulations to reduce particulate matter, oxides of nitrogen, and greenhouse gases.  The Compliance and Reporting Assistance Section is responsible for working with stakeholders in understanding regulatory requirements, assisting fleets with compliance planning and reporting, and developing compliance assistance material and other outreach. It provides accurate, detailed regulatory and incentive program information for various CARB diesel regulations, via telephone and e-mail. 

• Answer complex technical calls on a daily basis to assist the public with various diesel programs; gather information and serve as a primary resource for various mobile source diesel programs.
• Maintain accurate records of calls completed in a data base format. Reviewing and analyzing call data records for accuracy, completeness and to identify trends and patterns.
• Provide detailed regulatory and incentive program information to the public & stakeholders on various CARB diesel regulations, via telephone and e-mail. 
• Research, support, and assist CARB program staff as needed; including researching regulatory language, calculating fleet compliance, tracking stakeholder assistance and outreach event contacts.
• Maintain up to date working knowledge of various CARB diesel regulations and enforcement efforts to ensure accurate information is conveyed to the public
• Triage inbound calls and serve the public based on assessment of  needs
• Assist stakeholders, fleets, and owner operators in determining fleet compliance and eligibility for a variety of incentive programs offered
• Verify and enter data into a variety of database-related software applications

Attributes for Success

• Prioritizing tasks and efficiently managing time 
• 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 Microsoft Office Suite, database-related software applications and other office equipment required
• Ability to learn quickly and willing to ask for help 
• Skills in both written and spoken communication to support customers, teammates, and external users with a wide range of skill levels
• Knowledge of current principle and practices of customer service required
• Preparing, reading, analyzing, and interpreting documents
• We’re recruiting for mission-driven, passionate, equity-minded individuals with a strong desire to impact and change people’s lives for the better
• Our work holds great weight and responsibility, and the opportunity to impact the lives of millions
• Innovation, creativity, collaboration, and entrepreneurship are encouraged as employees work to achieve organizational goals
• FoundationCCC blends the impact of a non-profit, the culture of an entrepreneurial start-up, and the scale of a state agency
• Team members are hired for their expertise in niche areas across our areas of impact and higher education overall, and for their knowledge of business, philanthropy, technology, communications, and more
• We have a commitment to professional development and an emphasis on shared leadership, to ensure growth for employees and the organization overall

What we Offer

FoundationCCC is fully committed to a “remote-first” philosophy, and recruits and hires talent across the state in fully remote positions, where virtual work is possible. Our headquarters are located in Downtown Sacramento, just blocks from California’s State Capitol.

Benefits

• Competitive compensation, generous PTO, holidays
• Medical, dental, and vision plans, Flexible Spending Accounts, and Health Savings Accounts (HSA), Employee Assistance Program (EAP), and Wellness offerings
• CalPERS retirement program and optional 403(b) and 457 Retirement plans
• Tuition reimbursement
• Public Service Loan Forgiveness certified employer

To see the full job description and to apply, please go to our Careers page at https://foundationccc.wd1.myworkdayjobs.com/en-US/fccc-careers

Budgeted Hourly Pay Range:

Final salary and rates are based on education, experience, skills relevant to the role, and internal equity.