Bilingual Call Center Rep

Under general supervision, the Clerk performs a wide variety of general clerical duties with only occasional instruction or assistance. This position is characterized by a wide variety of general clerical duties with only occasional instruction or assistance. This position is characterized by high confidentiality and independent action required in the performance of daily duties. The incumbent must be computer literate, able to maintain confidentiality and work overtime as directed.

• Respond to a high-volume utility assistance inquiry via phone and email, including answering questions, sending and receiving correspondence and documents, via electronic applications.
• Receive and direct visitors and answer calls, and record telephone messages.
• Print out all applications and documents received from clients and route to appropriate personnel.
• Make outbound calls to schedule and confirm utility appointments.
• Update client database on all client statuses or concerns.
• Answer routine questions, receive complaints, and explain routine procedures, processes, or programmatic activities.
• Completing a variety of template client notification letters.
• Sort and/or file incoming client documents.
• Maintain cross reference logs and data.
• Scan paper files into an electronic database.
• May perform other assigned duties as required.

• Communicate effectively both orally and in writing.
• Basic office procedures and standard office equipment.
• Principles of time management and customer service techniques.
• Strong interpersonal and organizational skills.
• Telephone etiquette.
• Computer skills.
• Proficiency in Microsoft Office Suite, particularly Outlook, Word and Excel.
• Respond to needs of multiple constituencies.
• High attention to detail
• Strong organization skills

• Work in a demanding environment within short deadlines.
• Work in a team environment.
• Provide exceptional customer service
• Follow oral and written instructions.
• Perform duties independently and under own initiative.
• Follow developed or adapted work procedures to carry out directives.
• Learn and apply program policies and rules.
• Maintain strict confidentiality. Communicate and deal diplomatically with persons from varied social, economic, and cultural backgrounds.
• Operate standard office equipment, including various computer hardware and software applications (i.e., Microsoft Word, Excel, Windows, Outlook Exchange, E-mail)
• Excellent written, verbal, and interpersonal communication skills.
• Understand, model and articulate CAPSBC’s commitment to diversity, excellence, and professionalism in all facets of the work.
• Communicate and deal diplomatically and tactfully with persons from varied social, economic, and cultural backgrounds over the telephone and in person.
• Proficiently operate standard office equipment, including computer hardware and software applications. (i.e., Microsoft Office, Word, Excel, Windows, PowerPoint, and Access).
• Operate Agency/personal vehicle for official business purposes in a safe manner.

High school diploma or equivalent.

One (1) year of recent paid responsible office clerical experience, preferably within a Social Service Agency and demonstrated fulfillment of the knowledge and ability sections.

Bilingual English/Spanish speaking ability is desired.

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• The pay transparency policy is available here:

For temporary assignments lasting 13 weeks or longer, Apple One is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to…