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Foundation for California Community Colleges
Posted: September 15 2016
DescriptionThe Foundation for California Community Colleges (“FCCC”) administers and manages a call center which provides services to the public for multiple Air Quality Programs.
The FCCC is under contract with BAR (Bureau of Automotive Repair) to administer the Smog Check Referee Program. The Program is a statewide network of appointment only, test-only facilities throughout the state of California that assist motorists with unusual Smog Check issues and provide specialized services not available through licensed Smog Check stations. The stations are located on California community college campuses throughout the state.
The call center may also be contracted to support other programs such as the Enhanced Fleet Modernization Program which serves consumers who wish to retire or replace their vehicle with a more energy efficient automobile. The call center works cooperatively across a variety of air quality programs that may be in operation from time to time.
ResponsibilitiesUnder immediate supervision, the Student Assistant Call Center Agent interfaces with the public to provide information regarding available services, schedule appointments; and performs related work as required.
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
•Perform other duties as assigned
Mandatory Employment Conditions
FCCC is required to determine eligibility for the program in accordance with government code 19133. Therefore, students will be required to submit to FCCC a current college transcript and proof of enrollment upon application and periodically during enrollment if employment spans more than one academic term. FCCC will communicate to the student’s college any deficiencies regarding work performance.
Notwithstanding any other provision of law to the contrary, no student employed through Govt. code 19133 shall do any of the following:
•Accrue state civil service status
•Be employed for more than 194 days in the 365 days following the initial day of employment
•Cause the displacement of civil service employees
Mandatory Employment Documents
In addition to the standard State and federal employment required documents, the following documents will also be required:
•Current transcript from an accredited institution of higher learning. New transcripts or recertification is required each academic term.
•Proof of enrollment in at least six semester hours (or equivalent) and at least a cumulative 2.0 GPA
RequirementsAbility 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
•High proficiency with Microsoft Office Suite, database-related software applications and other office equipment required
•Strong written and verbal communication skills
•Knowledge of current principles and practices of customer service required
•Knowledge of the operating structure of various air quality programs
•Ability to exercise good judgment and effectiveness in working with a diverse team and consumer population
•Ability to apply problem solving techniques to provide effective customer service
•Ability to communicate effectively with individuals from diverse socio-economic educational and cultural backgrounds
•Ability to receive, screen, and schedule consumer appointments over the telephone
•Ability to follow oral and written instructions
•Ability to establish and maintain cooperative working relationships with Foundation staff and management, Bureau of Automotive Repair Staff, and consumers encountered in the course of conducting business
•Ability to learn quickly and willing to ask for help
•Ability to respond effectively to inquiries or complaints
•Ability to effectively present information
•Ability to define problems, collect data, establish facts, and draw valid conclusions
•Ability to prioritize tasks and efficiently managing time
•Ability to meet call performance metric requirements
Education and Experience:
•High School diploma or GED required
•Minimum six (6) months of experience in a customer service oriented environment a plus
•Previous Call Center experience preferred but not required
•Must be currently enrolled as a student with a minimum of six (6) semester units or nine (9) quarter units and maintain a cumulative GPA of a 2.0
•Bilingual in Spanish required
California Government Code section 19133 provides all college registered students with the opportunity to obtain part-time employment with the State of California in work related to their field of study. Eligibility of students is conditioned upon their maintaining a grade point average of 2.0 and a course load of at least 6 semester units or 9 quarter units, and they must be employed in work related to their field of study.