Call Center Technician

Call Center Technician

In this role, the Call Center Technician will support and embody an EPIC mindset to support the Energy & Environmental Service department in meeting its goals; playing a critical part in the work and dedication of Community Action Partnership of Orange County's initiatives. It's leadership with a cause and the rewards are immeasurable!

Community Action Partnership of Orange County (CAP OC) hires professionals who support and embody the following EPIC values:

Going above and beyond in every interaction and activity we undertake. We strive for EXCELLENCE in service, keeping a pulse on the most up to date innovations within our industry. Together we continually assess and improve the way to work and enhance the strategies we utilize to meet the needs of our community.

Reaching our goals by working collaboratively with each other and our community. We are working to do the things that have not been done - empowering families and individuals to financial independence, breaking the cycle of poverty, creating financial equity, combating food insecurity, and establishing energy and healthy living conditions for all through social innovation. All of this takes PROACTIVENESS, and an intrinsic motivation that drives us to go above and beyond to create cutting-edge trends and program designs. We have the will and the energy and won't stop until the needs of our underserved community no longer exist.

We are a team of high INNOVATION. We value the work we do; the people we serve; and treat each other with respect and kindness. We also have an environment of engaging in social economic justice by sharing of ideas and not afraid to try new things that increases our educational capacity. We think outside of the box, and challenge prevailing assumptions about issues of poverty.

Reaching our goals by working in partnership with each other and our community. The work we do is deeply rooted in the COLLABORATION we have with our community and its citizens. We care about the legacy of community action partnership and go above and beyond to ensure we support each other in bringing forth the services and resources that will positively change generations forever.

We have remained true to our mission "We seek to end poverty by stabilizing, sustaining and empowering people with the resources they need when they need them. By forging strategic partnerships, we form a powerful force to improve our community."

In addition to our EPIC values our external values are as follows:

Leadership

We are guiding critical shifts in how people think and act to address the root causes of poverty

Collaboration

We bring together all capable partners to achieve transformative results

Trust

For over 50 years, the community has counted on us to empower those in need

Compassion

We treat each person we serve respectfully and with great care

Justice

We are passionate about advocating for those living in poverty and creating equity throughout the region

What You Will Accomplish In This Role

Under close supervision of the Call Center Supervisor the Call Center Technician answers calls, provides and promotes program information & referrals, pre-screens clients, schedules appointments; reviews intake applications and other forms and completes initial client file. Required, must be bilingual in English/Spanish.

The non-exempt hourly rate of pay for this position is $23.00 - $24.00.

Roles And Responsibilities

• Ability to handle a busy call center while maintaining excellent customer service and prioritize assigned tasks. Answers telephone inquiries and pre-screens clients effectively regarding Community Action Partnership of Orange County Energy & Environmental Services utility assistance weatherization, ESA, and CalAim programs.
• Completes phone assessment, pre-screening forms, determines initial client eligibility using program guidelines established. Sets appointments, reviews forms and files to ensure accuracy, completeness and timely submittal.
• Prepare, and maintain initial client file records group processing or referral to outreach regarding weatherization (WX) services and other program enrollments. Verify client information by personal computer into several customized databases. Submit client processing/screening/data input statistics.
• Provide utility assistance, CalAim, ESA and weatherization program information and eligibility services to the community in the day, evening and/or weekends as scheduled.
• Attend monthly staff meetings at Main office.
• Required, must be bilingual in English/Spanish
• Other duties as assigned.

The Ideal Candidate Has Knowledge And Experience In

• Be fluent verbal and written English language skills and mathematical skills sufficient to create compose or compile information and data for reports or presentations.
• Familiarity with Microsoft Office, WORD, EXCEL as well as data base input plus. Position requires computer literacy and data entry proficiency.
• Possess clerical experience including preparing of files for easy storage and retrieval.
• Operate a laptop computer with phone headset.
• Develop and maintain rapport with staff, agencies, partners and clients from culturally diverse backgrounds.
• Work environment for this role is predominantly indoors with little to no outdoor working requirements.
• Must be able to lift up to 20 lbs. (boxes, paper goods, materials).
• Provide a California Motor Vehicle operator's license with a driving record that meets minimum standards established by agency's insurance carrier.
• Bending, stooping, reaching, pulling, pushing, standing, kneeling, sitting, twisting, turning, walking, and bending at the waist may be physical requirements of the job
• Required: Bilingual fluent in English/Spanish.

Qualifications

Education And Experience

Required: High School diploma or equivalent education and call center or customer service experience required.

Travel

Possess a valid California Driver's License with a driving record that meets minimum standards established by CAP OC insurance carrier, proof of vehicle insurance, access to a vehicle and willingness to drive/travel when required.

Typically, travel is required throughout Orange County, and occasionally to other areas as needed, during the business day using the incumbent's personal vehicle. Possible travel during evening hours, possible out-of-the-area and overnight travel may be required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to bend, stoop, reach, pull, push, stand, kneel, sit, twist, turn, walk, bend at the waist, talk and hear, vision abilities include close vision, distance vision, color vision, ability to adjust focus, and prolong computer work. The employee must regularly lift and/or move objects up to twenty (20) pounds. Employee may be called upon to work outdoors in varying temperatures and weather conditions.

Medical Examination And Background Check

A medical examination is required of each new employee whose physical condition must meet the minimum requirements prescribed for the position. In addition, prospective employees must pass a pre-employment physical, drug screen, Live Scan and background check. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Promise Of Community Action

Community Action changes people's lives, embodies the spirit of hope, improves communities, and makes America a better place to live. We care about the entire community, and we are dedicated to helping people help themselves and each other.

How To Apply

Please apply at Community Action Partnership of Orange County's website at