Bilingual CARE Agent

Bilingual Care Center Agent

Community Economic Defense Project (CEDP) seeks qualified candidates with exceptional ability to work with advanced communication technology to respond to inbound phone, chat, text, email, and voicemail inquiries regarding a variety of housing programs across the state of Colorado. To further ensure success, candidates are expected to work comfortably under deadline pressure. You must have strong written and verbal skills as well as the ability to collaborate with peers and managers to adapt and improve new processes.

Top candidates will be familiar with basic housing, rental principles, mortgage principles, and have good time management and organizing skills. As a CARE Center Agent, you'll play a vital role in providing assistance and support to housing-insecure families facing eviction and foreclosure. Collaborate with our dynamic team to respond to inquiries and troubleshoot housing assistance applications through various communication channels.

In this role you will:

• Respond promptly and efficiently to inbound email, chat, text, and phone communications, utilizing advanced tools to assist customers and address complex housing assistance needs.
• 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.

Position Requirements:

• 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. With the ability to maintain an adherence and attendance rate of 85%+.
• 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.
• Comfortable navigating and thriving in a remote work environment.
• Analytical thinker with attention to detail and ability to initiate solutions under limited supervision.
• Strong organizational skills and ability to prioritize tasks within a dynamic setting.
• Comfort with ambiguity in a fast-paced, all hands-on-deck environment.
• Ability to work collaboratively with people of diverse personal and professional backgrounds with a focus on social, racial justice, and equity.

Additional Details:

• Candidates must reside in Colorado, ideally within the greater Denver Metro area. The position includes competitive pay, flexible time off, benefits package (including medical, dental, vision), and 401k.
• A competitive hourly pay: $30.46 ($63,354 per year)
• Employees who utilize two languages or more at work are eligible for a $2,000 salary differential per year added to the salary grade listed above. Language assessment will be conducted by the organization as a requirement to receive the differential
• All employees receive a technology stipend of $720 per year
• Applications will be reviewed on a rolling basis but must be received by June 1, 2026
• The estimated time to complete the recruitment process will be by June 10, 2026
• As in-person work is sometimes required, all employees at CEDP & CED Law are expected to maintain current vaccination status in keeping with CDC recommendations.
• CEDP is an equal opportunity employer, committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.